Salary: £28,850.

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.

What you'll be doing:

• 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