OR120165 – Customer Relations Officer – Admin & Clerical

Main Purpose of the Role

To provide an effective customer service and complaints-handling function, responding to complaints received by telephone and email, triaging issues, coordinating actions and ensuring complaints are progressed and resolved within required timescales.

Typical Day Overview

• Receive and triage customer complaints via phone and email.
• Assess complaints and identify the appropriate team/person to deal with them.
• Record and monitor complaints through to resolution.
• Chase outstanding actions and provide updates to customers where required.
• Communicate with internal teams to resolve customer issues.
• Respond professionally and sensitively to customers.
• Ensure complaints are handled accurately and within agreed timescales.

Key Skills & Responsibilities

• Strong customer service and complaints-handling experience.
• Experience triaging complaints received by telephone and email.
• Confident chasing colleagues and outstanding actions.
• Excellent written and verbal communication skills.
• Ability to manage multiple complaints and prioritise workload.
• Strong organisational and administrative skills.
• Professional, confident and customer-focused approach.
• Ability to handle potentially difficult or sensitive conversations.
• Accurate record keeping and follow-up of outstanding cases.

Essential Requirements

• Previous experience in customer service and complaints handling.
• Experience of triaging complaints via telephone and email.
• Strong communication skills, both written and verbal.
• Confident in chasing outstanding actions and progressing cases.
• Good IT and administrative skills.
• Ability to work independently and manage competing priorities.
• Hybrid working: IT equipment must be collected from and returned to Priory House, Shefford.
• Must be comfortable working both remotely and in an office environment.