Customer Solutions Coordinator
Monday - Friday 8:30am-5:00pm
Free onsite parking
25 days annual leave + bank holidays

Job Summary
To ensure the complaints process is followed effectively in complaints response time are met and are in line with NSI requirements

Key Performance Indicators
Ensure SLAs for cycle time for Complaints are met
Follow the complaints process
Take complete ownership of complaints assigned
Analyse and make recommendations to prevent complaints.
Report progress and findings to Sr. Customer Solutions Coordinator

Scope
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.

Responsibilities

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

Value Addition
To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement, trends and driving
Reduction of complaints.
Make recommendations for improvement and assist in the implementation of those improvements to the satisfaction of internal and external customers

Personal Specification

Personal Attributes
Excellent Communication Skills
Motivated and eager to exceed expectations
Organised logical approach to work
Flexible and professional
Ability to work within a target oriented environment

Competencies

Customer focus
Ability to multitask
Integrity and trust
Perseverance
Drive for results
Action oriented
Effective Time Management skills
Formal letter writing skills
Conflict management

Experience

Customer Service/ Investigatory background (essential)
Handled customer complaints
Experience of security industry
Experience in writing official letters to customers

Customer Resolutions Advisor