Complaint Handler

2 weeks ago


Glasgow, Glasgow City, United Kingdom Huntswood CTC Limited Full time

We are seeking a dedicated and empathetic Complaints Handler to join our existing team. The ideal candidate will be passionate about delivering excellent customer service and resolving customer complaints in a timely manner. This role will require strong communication skills (Verbally & Written), problem solving abilities and a customer-centric approach.

Start Date: 22nd July 2024

Salary: £25,594 OTE (£12ph + Performance Bonus)

Location: Hybrid (Glasgow City Centre Location 3 days a week /Remote 2 days a week)

Please note Training will be full time in Site for the first 2 weeks.

Working hours: 37.5 hours per week, 5 days per week. Monday-Friday 9am - 5pm - No Weekends

Job Responsibilities:

Independent workload management - you will be responsible for allocating existing complaints into your work queue and updating systems accordingly Reviewing each complaint individually and completing investigations to fully understand the issue and follow up with next steps Outbound calls to our customers regarding their existing complaint to discuss findings and come to a resolution Complaint Letter writing with the aid of templates Full complaint ownership including determining outcomes in line with company policy Day may be split across telephony and admin dependent on workload/customer preference Achieve and exceed Quality, Productivity & Customer Satisfaction

What we offer our Complaints Handlers:

Comprehensive Training Quarterly Service Bonus Generous staff discounts- access to our intranet with exclusive discounts from leading retailers Free Tea, Coffee & Hot Chocolate on site Monthly Team Building activities. Access to an online Well-being centre that has a variety of tools to nurture your overall health. Refer a friend scheme (earn £1000 for each person you refer). Mentorship program to grow and develop within the company.

Role Requirements:

Customer Service/Complaints Experience ideally within Utilities. Experience resolving customer complaints. Contact Centre/BPO experience. Strong attention to detail Ability to navigate through a number of in-house databases Good MS Office skills, particularly MS Word Strong numeracy and written communication skills

In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will only ask for contact details via email when first contacting you and not any other personal details.

Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.


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