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Ingeus Careers•Stockton, CA

18h•$28,850

About The Position

The Customer Relations Case Officer on the HAAS contract, is responsible for ensuring that claimant feedback and complaints are actioned in line with the business process and set timescales, in order to achieve a satisfactory resolution for the claimant and to ensure that the target performance level for this area is achieved and ensure that all claimants receive exceptional customer service and treated with care and respect at all times.

Requirements

Previous experience in a customer service role
Previous experience of processing complaints
Strong customer service skills
Excellent written and verbal communication skills
Good interpersonal skills
Analytical and problem-solving skills
IT literacy including the ability to type/ data input accurately, and at speed
Previous experience using CRM databases
Organised and able to manage time productively
Flexible and able to adapt and respond well to change

Nice To Haves

Previous experience of using contact centre technologies
Customer Service Qualification

Responsibilities

Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service
Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales
Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response
Where appropriate, act to prevent a complaint through early intervention and resolution
Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates
Provide feedback and insight on any trends identified through your work
Provide coordination and administration support for serious complaints
Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times
Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance
Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution
Support the Customer Relations Team and other support functions with any associated administration tasks as required
Commitment to personal and professional development, ensuring all necessary learning is completed