This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves managing and responding to complaints from claimants and third parties. - Act as the single point of contact for claimants and other third parties providing feedback or complaints about the service - Case manage allocated claimant complaints/feedback and ensure responses are in line with business processes and specified timescales - Liaise with relevant teams/colleagues for input into investigations and responses - Prevent complaints through early intervention and resolution where appropriate - Log complaints in the Complaints Management System and record actions taken and updates - Provide feedback and insight on trends identified through work - Provide coordination and administration support for serious complaints - Deliver high-level customer service, ensuring all calls and enquiries are handled professionally and courteously - Provide advice and guidance to claimants or direct them to relevant resources - Escalate unresolved enquiries or issues and ensure follow-up to resolution - Support the Customer Relations Team and other functions with associated administration tasks - Commit to personal and professional development, ensuring all necessary learning is completed Qualifications - Previous experience in a customer service role - Previous experience of processing complaints - Strong customer service skills - Excellent written and verbal communication skills - Good interpersonal skills - Analytical and problem-solving skills - IT literacy including the ability to type/data input accurately and at speed - Previous experience using CRM databases - Organised and able to manage time productively - Flexible and able to adapt and respond well to change Requirements - Previous experience of using contact centre technologies - Customer Service Qualification

This role involves supporting veterans and their families through virtual benefit consultations. Host scheduled Zoom consultations with clients Clearly explain supplemental life, accident, and health benefit options Guide clients through enrollment and provide ongoing policy support Maintain accurate digital records while ensuring compliance standards Participate in weekly training sessions, team development calls, and leadership workshops

This position provides 1st level remote support to end users and reports to the Technical Service Desk Team Manager. The technician will receive incoming phone calls, emails, and chats from multiple customers, using the Knowledge Base and other tools to attempt to resolve customer situations on the first contact. If first contact resolution is not possible, the technician will follow the escalation path for problem resolution, including follow-ups. Responding to inbound incident requests within defined SLA’s Customer Service: providing customer-oriented telephone and email/chat abilities that respond quickly, competently, and patiently to customer requests Customer identification and verification of problems through probing questions and effective listening skills Problem solving: gathering information, evaluating options, and offering solutions Providing technical support to Enterprise End Users: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support Troubleshooting computers, printers, and connectivity issues

Edgewater Federal Solutions is seeking a Service Desk Manager to support a federal client operations environment. This role provides advanced customer support and subject-matter expertise in a structured, compliance-driven service desk supporting enterprise users. Resolve complex customer issues escalated from front-line support teams Apply policy, system, and process knowledge to deliver accurate resolutions Document investigations, actions, and outcomes clearly and consistently Support knowledge base development and continuous process improvement Assist with onboarding, mentoring, and informal training of support staff Assist with technical issues Collaborate with program leadership to maintain service quality standards