Neighbourhood Services Complaints Assistant (Full Time) (Permanent)

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Based at Underwood Road Depot, you will be the first port of contact for all front-line enquiries received from members of the public.

 

You will work proactively to manage public complaints and service requests with professionalism and empathy. You'll be the primary point of contact for customers, ensuring their enquiries are resolved efficiently while maintaining clear and compassionate communication throughout the process.

 

Working closely with operational teams, you'll provide regular updates to customers and deliver key data and insights to the Service Manager. You'll play a crucial role in tracking performance and improving the effectiveness of complaint handling, while ensuring that all service requests meet key performance indicators (KPIs).

 

You must have relevant administrative/clerical experience within an office and or environmental setting, experience of delivering services to stakeholders and supporting services and a working knowledge of common IT systems including databases and Microsoft office.

 

You will lead our services customer contact, striving for positive outcomes in every interaction. Your organisational and time management skills will help you manage multiple cases while delivering exceptional customer service, making a meaningful impact on the community.

 

It is essential you have effective communication, problem-solving, customer service, literacy, and numeracy skills with attention to detail and ability to complete tasks accurately without additional quality assurance.

 

You must have a responsible approach to sensitive information, ability to multi-task and be comfortable working in environments with background noise and distractions.

 

The post is a full-time position working 35hrs per week.

 

If successful, you will be required to undertake a Disclosure Scotland check, the level of check will be determined by the duties of the post. If you would like further information in relation to the Disclosure Scotland checks, please visit www.disclosurescotland.co.uk