Customer Service Advisor - Complaints
Location: Hybrid basis - days onsite to be discussed with manager, with local area knowledge required (Lowestoft/Melton area)
Pay Rate: £16.08 per hour PAYE
Contract Length: Temporary basis, initial 6-week assignment with potential to extend. 37 hours per week, Monday - Friday 8.45am - 5pm. Lunch is unpaid.
Start Date: As early as Monday 3rd August, subject to compliance checks
Hybrid working arrangements can also be considered
Equipment Collection Location- Melton, IP12 1RT
Contact Centre Location- Lowestoft, NR33 0EQ
This is primarily a remote role, however applicants must be based locally to collect and return equipment and have a good understanding of the local area. Hybrid working is also available.
Locations
- Equipment Collection/Return: Melton, IP12 1RT
- Contact Centre: Lowestoft, NR33 0EQ
The Role
You will play a key role in managing customer complaints and feedback, ensuring all cases are handled professionally, sensitively and in line with East Suffolk Council's policies and service standards.
Key responsibilities include:
- Manage and coordinate Stage 1 and Stage 2 complaints in line with East Suffolk Council's Customer Feedback Policy.
- Investigate customer complaints thoroughly by gathering information, reviewing case histories, liaising with service teams and analysing relevant evidence.
- Take ownership of complaints from receipt through to resolution, ensuring customers are kept informed throughout the process.
- Work collaboratively with internal departments to identify appropriate solutions and ensure issues are resolved in a timely and satisfactory manner.
- Prepare clear, accurate and professional written responses that address customer concerns, explain outcomes and demonstrate empathy where appropriate.
- Ensure complaint responses are issued within agreed service level agreements (SLAs) and statutory timescales.
- Monitor and follow up on agreed actions, ensuring commitments made to customers are delivered and recorded.
- Identify recurring themes, service failures and opportunities for improvement, escalating issues where required.
- Provide guidance and support to colleagues on complaints handling procedures, best practice and customer feedback processes.
- Maintain accurate records and produce reports on complaint trends, performance and resolution outcomes.
- Deliver a high standard of customer service, building trust and confidence through professional, fair and consistent complaint handling.
What We're Looking For:
- Minimum 2 years' experience in complaints handling or dispute resolution
- Previous customer service or contact centre experience
- Excellent written and verbal communication skills
- Strong attention to detail and accuracy
- Ability to handle sensitive situations with empathy and professionalism
- Able to work independently and manage workloads effectively
- GCSE/O Level qualifications (Grade A-C / 4-9) or equivalent, including English and Mathematics
Important Information
All offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.
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