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Quality & Complaints Officer

Commercial

Job ID: 6136525

Stone, Staffordshire, England
£26k per year

Job Type: Full Time

Duties:

Quality & Complaints Officer 

Salary: Up to £26,000

Location: Stone 

Hours: Monday - Friday (9am to 5pm)

Responsibilities include but are not limited to:

  • Managing the customer complaint programme and ensuring it complies with appropriate regulations and that complaints are properly documented, investigated and responded to
  • Personally handling Stage 1 of the process before escalating any Stage 2 complaints as required.
  • Analysing complaint trends and ensuring that appropriate corrective actions are taken
  • Monitoring and reviewing call recordings or  Video footage in order to gather facts around complaints
  • Handling any Subject Access Requests (SARs) and liaising with relevant team members for information 
  • Conducting weekly internal reviews and audits, including auditing camera footage and call recordings and regularly liaising with Team Managers to advise of findings and scores.
  • Working alongside the Senior Ops Manager to advise on and implement training requirements following audits
  • Regularly review the QA guidelines against operational processes to ensure they remain fit for purpose.
  • Ad hoc facilities tasks such as smoke alarm checks and issuing of access cards to new team members.
  • Support the Compliance Officer with audits, external accreditations and visits

Ideal Candidate:

  • Minimum of 2 years’ experience working within a similar role
  • Experience in complaint handling
  • You will be IT literate with strong MS Word, Excel and PowerPoint skills.
  • Resilience 
  • Excellent communication 
  • Personable 
  • Organisation 
  • Positive, can-do attitude 

Interested? Call Maria on 01782 712230 or email MariaP@kpir.co.uk

INDCOM

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 Call ‘Keeley Callan’ on: 01782 712230
Email here

Job ref: MPQ&CO