Monday - Friday
Outskirts of the city centre - onsite parking
What you will do
To ensure the complaints process is followed effectively in complaints response time are met and are in line with NSI requirements
The entire complaints process needs to be managed from logging the complaint to satisfactory resolution of the complaint which involves feeding back information to Operations, this includes all complaints.
Not limited to the current complaints process, identifying measures to streamline the process working towards reduction of complaints.
How you will do it
Log complaints assigned on the day received on the Customer Relation Survey.
Identify and utilise the quickest method of resolving the customer complaint must be adopted, for example, if the complaint can be resolved over the phone, a confirmation letter detailing what was agreed must be sent as a follow up to close the complaint.
Acknowledge that the complaint has been registered stating where and who will be dealing with the complaint using the case number as a reference.
Coordinate and follow up with the relevant departments to ensure information required for resolution of the complaint is received in a timely manner.
Follow the Priority Matrix to meet SLAs
Keep customer updated of progress and ensure the complaint is closed to the customer's satisfaction
Ensure all complaint information is documented
Follow the complaints escalation process
Ensure compliance to procedures and policies
Ensure quality and accuracy of work and service provided to internal & external customers
Qualifications - External
What we look for
Customer Service/ Investigatory background (essential)
Handled customer complaints
Experience of security industry
Experience in writing official letters to customers
If you are successful we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on our security products plus voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.