Apprentice Client Care/Complaints Administrator

Collecting information:

Recording details from customers who complain through various channels, such as phone, email, or in person. 

Documentation: 

Accurately documenting the complaint, including the nature of the problem, the customer's desired outcome, and any relevant dates. This includes both 1st and 2nd tier complaints.

Root cause analysis: 

Analysing the collected data to identify underlying issues and the root cause of recurring complaints. Assisting with monthly reporting for senior management on complaints statistics.

Trend identification: 

Recognising patterns in complaints to understand systemic problems within the business. 

Reporting: 

Summarising the findings for management and relevant departments to implement changes and improve service.  Complaint preparation. Ensuring core data gathering is done for each complaint to prepare the file for the investigation team.

Training:
Level 2 Customer Service Apprenticeship Standard. All training in our Basildon, Essex office. Training will be provided daily during the working day.

Training Outcome:
We are able to offer progression into our Client Care Department or other areas of the practice that may be of interest.

Employer Description:
PCS Legal are an established firm of Licensed Conveyancers and Probate Practitioners regulated by the Council for Licensed Conveyancers. Our staff are dedicated and highly trained to deal with all aspects of conveyancing. As a progressive legal firm we are committed to ensuring all clients receive the highest possible standard of advice and service in relation to their house sale and purchase, remortgage transaction, Will advice, probate, estate planning or commercial transactions

Working Hours :
Monday - Thursday, 9.00am - 5.30pm and Friday, 9.00am - 5.00pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills