We are seeking a highly motivated individual to be responsible for the accurate logging and handling of complaints, MP enquiries and FOI requests on behalf of Customer First.
As the complaints and improvement lead you will be responsible for the end to end customer complaint journey ensuring appropriate responses are made and less complaints are escalated through the stages. You will provide mentoring and training and guidance to other staff on the handling of complaints and be the point of contact for LGO complaints.
The postholder will also write and present reports to the Head of Customer First and Customer First Operational Managers on the performance of complaints, highlighting areas for concern and creating robust improvement plans to minimise the number of complaints received.
Reporting directly to the Head of Customer First you will be self-motivated and be able to work under pressure whilst maintaining good attention to detail.