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Customer Complaints Handler

4 months ago

Old Rayne, Aberdeenshire, United Kingdom WE Talent Full time

WE Talent are on the lookout for an experienced Customer Complaints Handler could you be the person we are looking for?

Are you passionate about customer service and have a knack for resolving issues effectively? Do you thrive in a fast-paced environment where no two days are the same? If so, we have an exciting opportunity for you with a rapidly growing, dynamic company.

  • Permanent full-time position
  • To work on site in Braintree
  • 8 hour shifts (to include some weekend days)

Responsibilities:

  • Handle Complaints: Manage and resolve customer complaints effectively and efficiently, ensuring a positive customer experience, within set guidelines.
  • Communicate Clearly: Provide clear, concise, and empathetic communication with customers via phone, email, written correspondence, and live chat.
  • Monitoring: Trustpilot reviews and responding appropriately.
  • Problem-Solving: Investigate issues thoroughly and work with internal teams and external third party dispute resolution services to find the best solution.
  • Provide support: Admin duties and answering customer service calls as needed to support the wider team.
  • Assist with: Call auditing and telephone training to ensure quality of customer services support.
  • Maintain Records: Accurately log all interactions and resolutions on the system.
  • Customer Focus: Keep the customer at the heart of everything you do, striving to exceed their expectations.

Requirements:

  • Experience: Previous experience in a customer service or complaints handling role, preferably in a call centre environment.
  • Skills: Excellent communication and interpersonal skills, with the ability to compile written correspondence.
  • Attitude: A positive, can-do attitude and a genuine desire to help people. The ability to remain calm under pressure.
  • Organisation: Strong organisational skills with the ability to multitask and prioritise effectively.
  • Comfortable with technology: Proficient in using CRM systems and other customer service software.
  • Commercial Impact Awareness: Awareness of how customer service impacts the business and ability to make decisions that support company goals.

Desirable:

  • Consumer Rights knowledge
  • GCSE Maths and English qualifications
  • Experience in using online review companies

What you will receive:

  • 26,500 basic salary
  • 5-day working week that includes weekend work and may include bank holiday work
  • 30-days annual leave (includes bank holidays) with extra days holiday for long-standing employees
  • Employee assistance programme - 24-hour confidential helpline to support through any life issues (financial, legal, family, housing, alcohol, etc.)
  • Free on-site parking
  • Free yearly flu jabs
  • 25% colleague discount

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