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Complaints Specialist

3 months ago

Bristol, United Kingdom Reed Full time

Reed are recruiting for a proactive and analytical Complaints Specialist in Yatton, Somerset, on a full time, permanent basis.

This role involves managing internal processes related to customer complaints, identifying root causes, and implementing solutions to enhance customer satisfaction. The ideal candidate will have experience in handling complaints and possess strong problem-solving and communication skills.

We are NOT looking for someone who is used to handling angry customers, although any previous experience of this can be useful.

Day to day of the role:

Manage all internal contact from the initial complaint (once received from the customer service team), determining the issue, and discussing internally to reach a resolution.

Implement measures to prevent recurring issues and enhance customer experience.

Work collaboratively with various departments to challenge processes and identify the root causes of complaints.

Analyse patterns and causations to develop strategies for reducing complaints.

Utilise IT skills, particularly Excel, to manage and interpret data related to complaints.

Required Skills:

Proven experience in handling complaints and getting to the root cause of issues.

Ability to challenge departments internally to prevent further complaints.

Strong problem-solving skills.

Excellent communication skills, both written and verbal.

Competent IT user with proficiency in Excel (Pivot Tables, Data Sets).

Convenient location for residents between Weston-super-Mare and Bristol, reducing commute time with an early finish on Fridays