Job Description

In this role you will be involved in all elements of the Advisory Services Department by coordinating complaints, accidents and incidents between us and our clients. You will also support them in the investigation of these cases and help them to continually improve their processes.

What you will be doing?

• To efficiently log incoming complaints and incidents on web-based systems via telephone, email or fax
• Ensure daily that all suppliers are notified by use of email, phone or IT systems
• Ensure daily that all suppliers’ responses are correctly recorded on relevant logging systems
• To liaise with suppliers and sign off complaints
• To control and monitor Foreign body complaints
• To ensure suppliers, stores and houses are informed of the outcome of complaint investigations as appropriate
• To compile and coordinate weekly and monthly and ad hoc reports and summaries with reference to complaints, incidents or any other reportable items.
• To monitor for trend issues and ensure notification and timely responses to the business
• To ensure that customer product specifications are available, maintained and approved by working with suppliers, consultants and sub-contractors
• Assist with logging of calls received through Helpline and provide administration support if required
• To raise the relevant job cards and invoices required within the department
• Assist the advisory services and training manager with other duties, telephone support, email checking, data inputting and report compilation

Benefits:

• Company pension
• On-site parking
• Referral programme
• Work from home

Schedule:

• Monday to Friday

Required Knowledge, Skills, and Abilities

• Previous experience in a customer service/administrator role
• A methodical and logical approach with good problem-solving skills
• Excellent communication skills to liaise with internal and external clients
• Ability to plan, organize, and multi-task
• Good interpersonal skills with an ability to work on own initiative
• The ability to plan work and meet deadlines
• Proficient with Microsoft office software, with ability to complete complex work in word and excel