Senior Complaints Advisor

Job Description

Work pattern: 37 hours a week, Monday to Friday.

Are you passionate about improving customer satisfaction and leading the way in complaint handling? We're looking for a Senior Complaints Specialist to expertly resolve complex issues, ensuring compliance with the Public Services Ombudsman for Wales and setting new standards of excellence.

Responsibilities

> Manage complex complaints and investigations, ensuring timely and fair resolution in line with regulatory standards
> Ensure all legal obligations are followed and adhere to complaints policy and customer service standards
> Take a supervisory role, ensuring the completion of workload across the team and maintain high standards
> Handle all complex customer complaints, including stage 1, stage 2, and Ombudsman


Qualifications and Experience

> Strong knowledge of the Public Services Ombudsman for Wales's regulations and how they are implemented in public sector organizations
> In-depth understanding of public sector complaint handling
> Excellent customer service skills, with a commitment to providing first-class service to all customers
> Strong organizational skills, capable of managing your own workload and monitoring others, while adhering to strict timelines and adapting to changing priorities
> Proven track record in dealing with complaints, demonstrating expertise in handling complex and sensitive issues effectively and fairly