Job Description
• Support triaging concerns and complaints received to identify what is a concern that can be handed to the customer service team to resolve and what is a formal complaint, including categorizing formal complaints that are deemed a “risk” to the business
• Promptly escalate concerns of a serious nature and those which may include potential referral to a professional governing body if there is an immediate risk to resident or public safety, or potential for negative media
• Support the Directors Office Complaints Manager in acting as a conduit between the General Counsel, Loss Adjusters and Legal Advisors as well as our internal Regulatory team
• Support the wider Customer Team with administrative tasks to ensure concerns and complaints raised are dealt with appropriately and in a timely manner in line with our policies
• Ensure when communicating it is always with tact and diplomacy, taking accurate messages and passing them on to the appropriate person in a timely manner.
• Plan the working week to ensure the response timeframes are adhered to ensuring there is plenty of time for the completed response to be signed off by the appropriate person.
Required Knowledge, Skills, and Abilities
• Previous experience of administration
• Experience in information gathering/ data analysis
• Good multi-tasking skills with the ability to work on a number of different projects, ensuring projects are completed on time
• Personal resilience and ability to perform under pressure
• Able to prioritise tasks
• High level of attention to detail
• Self-motivated and enthusiastic
• Highly professional, courteous and transparent both in attitude and communication
Reference no: 93688