Complaints Officer

As a Complaints Officer you will take ownership of the complaint resolution from start to finish, fully investigating each complaint by liaising with the relevant departments to establish the root cause. You will be communicating regularly with the customers throughout the complaint lifecycle and delivering fair and consistent outcomes for all of our customers within our service level agreements. In addition, you will be responsible for ensuring accurate recording, tracking and monitoring of complaints through our complaints management system.

We are seeking an individual with proven experience in providing excellent service with a genuine desire to help customers. The successful candidate will be joining our expanding team within the Parking Service as a Complaints Officer. In your role as a Complaints Officer you will be responsible for delivering an exceptional experience to customers ensuring their questions and concerns are adequately answered., The team prides itself on continually improving processes and procedures to maximise customer satisfaction and efficiency. As a Complaints Officer you will play an important role in identifying areas where service improvements can be made ensuring the best possible customer journey experience for each of our customers. You'll be a real people person, with excellent written and verbal communication skills, and the ability to articulate empathy and respect.

Working to high levels of accuracy as you provide each customer with a seamless and positive experience. You will also be confident in using IT, and be capable of helping customers to self-serve online.

Previous experience of working in this area or in local government is not essential, but experience of working in a customer facing role is. Experience and personal attributes:

t

- A good understanding of what makes excellent customer service with experience in a customer-facing role.

- Experience of handling customer enquiries and resolving complaints at the first point of contact.

- Excellent customer service skills and the ability to communicate at a high level both verbally and in writing.

- Proficient IT skills are essential (Gmail, Word, Excel or equivalent) as is with the ability to learn how to use new systems as required.

- Basic numeracy and literacy.

- Able to take responsibility for your own contribution and that of the team.

- Innovative mindset with a proactive approach to problem solving and making processes more efficient.

- Strong organisational and time management skills.

- Proven ability to turn a difficult situation into a positive outcome.

There is no better place to work in London than Hackney; we have great pride in our borough, our communities, and our services. Hackney is one of London's most vibrant and diverse boroughs. It's one of the most sought after areas to live in London with good schools, parks and local amenities, as well as great transport links and vibrant and diverse communities.