A leading provider of services in residential, commercial, and industrial sectors.
The results of quality control checks are collected through a scorecard, and individual feedback and summary results should be shared with leaders within the function regularly, to steer performance management and trainings needs. You will own the quality control check process for the whole Customer Relations Team, as part of the Quality Control Framework and support Team Leaders and Customer Relations Managers with Quality Assurance activity.
The Complaints Quality Officer is responsible for upholding the standards of complaint investigations and responses by reviewing a sample of customer contact and reviewing a sample of draft complaint written responses. The role focuses on achieving fair customer outcomes through complaint handling, whilst ensuring we maintain and adhere to the standards set by Abri’s brand values and the Housing Ombudsman.