Job Description

Your New OrganisationThis regulatory organisation manages cases relating to concerns and complaints. Playing a vital role in providing clear guidance and maintaining high standards of communication throughout the complaint process.
Your new role

• Respond to customer complaints and concerns via telephone and in writing, including enquiry closures and post-closure communication
• Organise and facilitate provisional enquiry meetings with complainants
• Analyse and summarise complex case information accurately and effectively
• Manage a caseload of liaison work, working collaboratively with colleagues across the organisation
• Arrange, facilitate, and transcribe telephone complaints where required
• Provide clear explanations of processes and decisions to stakeholders during and after case closure
• Apply safeguarding policies to protect vulnerable individuals

What you'll need to succeed

• Proven experience handling complaints and providing advice via phone, email, and written correspondence
• Strong understanding of working within policies, procedures, and service standards, including the Data Protection Act.
• Proficiency with IT systems, including MS Word, Excel, Outlook, and case management databases
• Excellent communication skills, with the ability to convey complex or sensitive information clearly and appropriately
• Strong interpersonal skills, with the ability to build rapport and demonstrate empathy while maintaining professional boundaries
• Exceptional written communication and drafting skills, with the ability to produce clear, concise correspondence in plain English
• Highly organised, with excellent attention to detail and the ability to manage competing priorities
• Ability to work independently and collaboratively as part of a team

What you'll get in return
35 hour working week. Monday to Friday, 9am till 5pmHybrid working after the first week of induction/training
Supportive and inclusive environment
Offices in the heart of Manchester city centre
Temp to cover secondment for 12 months
Interviews will take place in mid-June with start dates asap after
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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