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Complaints Handler

3 months ago

Stretford, United Kingdom The Portfolio Group Full time

Are you passionate about delivering exceptional service and resolving issues efficiently? Join our client as a Customer Service Specialist, where you will be the key figure in managing service issues, acting as the first point of contact for clients and internal teams. Your role will ensure the highest level of service, maintaining professionalism and a focus on quick, efficient solutions.

Job Overview:

This is a hands-on role focused on achieving exceptional outcomes. You will manage all service issues ensuring customer expectations are consistently met. Communication is key in this role, as you will be delivering world-class service both internally and externally.

Day-to-Day Responsibilities:

  • Be the primary contact for receiving and acknowledging client service issues, ensuring they are handled per the complaints procedure.
  • Conduct in-depth investigations into service issues through discussions with clients and internal staff.
  • Resolve service issues promptly, always aiming for client satisfaction and retention.
  • Understand and navigate client databases and systems to effectively address issues.
  • Be the first point of contact, capable of influencing at a senior level.

Key Skills:

  • Excellent problem-solving skills with a keen eye for detail.
  • Strong written and verbal communication.
  • Confidently manage your own time and workload.
  • Maintain a solution-focused approach, ensuring clients are kept updated throughout the process.
  • Conduct regular meetings across the business to ensure high-quality outcomes.
  • Provide regular progress updates to the management team and ensure systems are correctly updated for records and reporting.

Job Goals and Metrics:

  • Ensure all service issues are resolved within departmental SLA.
  • Achieve 50% resolutions within 24 hours (non-technical) and 50% resolutions within 72 hours (technical).
  • Maintain an average of 30 cases rolling at any one time.
  • Maintain a minimum talk time of 3.5 hours per day.

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