Complaint Handler

DescriptionRate of pay:14.2315.04 per hour (Annual Est. 26800 - 27900)Annual Salary Estimate: 26800 - 27900 per yearShift 1: Sunday 10:00-17:00 Monday-Tuesday 08:00-16:00 Friday-Saturday 10:00-18:00 (36 hours per week) Permanent roleShift 2: Sunday 10:00-17:00 Monday 08:00-16:00 Thursday-Saturday 10:00-18:00 (36 hours per week) Permanent roleLocation:Desford Road Leicester LE19 4ATTraining:Includes 4-6 weeks of paid full-time in-house training. Schedule: MondayThursday 9:00 AM 5:00 PM Friday 09:00 AM - 16:45 PM.Start Date: Monday 5th January.Are you someone who thrives on helping people and making a real difference As a Complaint Handler in our Customer Escalations Team youll be part of a small friendly team dedicated to resolving customer complaints with care and professionalism.In this role youll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. Youll have the freedom to use your initiative supported by colleagues who are always ready to offer guidance and support. This is more than just a job. Its an opportunity to advance your career in a dynamic department and make a lasting impact.A day in the life:As a Complaint Handler you will be responsible for investigating customer complaints liaising with various areas within the business as required to achieve a resolution within the agreed-upon timescales.You will manage your cases using a diary system enabling you to prioritise your workload efficiently.You will build a great relationship with the customer finding a resolution to the complaint making an improvement to a business process or practice and having the satisfaction of turning a complaint around into a positive experience for the customer.Additionally you will speak and write to customers to achieve a satisfactory outcome for the customer and the business putting yourself in their shoes while using a mix of professional and conversational language.It will be key to plan organise and prioritise your workloads to ensure deadlines are met for our customers.What type of complaints will I handle as part of the Complaints TeamYou will deal with a variety of complaints to name a few:Online Customer ComplaintsFaulty products: Dealing with customers who have received broken damaged or non-working items.Item not received: Handling cases where an order has not arrived or within the expected delivery timeframe.Wrong goods sent: Addressing situations where a customer has been sent an item different from what they ordered (e.g. wrong size color or product).Late return: Managing returns sent back outside the specified return window.Failed collections: Resolving issues where a courier has failed to collect a return or parcel on the scheduled date.Carrier complaints (e.g. Evri): Investigating and resolving service-related issues with third-party carriers such as lost parcels poor communication or packages being left in an unsafe location.Home/In-Store Customer ComplaintsProperty Damage: Handling claims for damage caused to a customers property during delivery.Infestations: Addressing complaints about insects or other pests found in or on a delivered product.Safety Incidents: Investigating and responding to claims of injury or harm caused by one of our products.Driver Incidents: Resolving issues related to driver conduct such as speeding verbal abuse or damage caused by the delivery vehicle.Service Complaints: Managing customer feedback on a wide range of issues from delivery experience to interactions with customer service advisors.Escalated Failed Deliveries: Taking over cases where an order has failed to be delivered three or more times and requires special attention.Escalated Interest Free Credit Complaints: Handling complex or serious complaints related to our in-store interest-free credit options.Whats in it for meClear salary expectations with the potential to earn16.49per hour.No productivity targets. Youll handle each case individually focusing on resolving queries in the most effective and customer-focused way.Develop and refine your communication problem-solving and conflict resolution skills while gaining valuable transferable customer service experience putting you in the best position to apply foradvanced or leadership roles.Work within a supportive collaborative team in a dynamic environment where colleagues are ready to guide and assist and every day presents a new challenge.What were looking for:With previous experience in customer service and complaint handling you will possess excellent communication skills and attention to detail enabling you to put yourself in the customers shoes and do all you can to achieve this.Youll be highly self-motivated with excellent attention to detail and a high level of enthusiasm.Youll thrive in a fast-paced environment taking responsibility while showing a can-do attitude to ensure all complaints are resolved within agreed-upon timescales.Whats NextIn accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to for example the relevant Home Office requirements on skills level not being met.Our recruitment process begins with atelephone interview to assess your initial suitability and learn more about you. If you are successful at this stage you will then be invited to a Face to Face interview where you will complete a competency-based interview and a letter-writing assessment. More information on the Assessment Centre format will be provided to shortlisted candidates.Next is proud to be a Disability Confident Employer (Level 2). Were committed to building an inclusive inspiring workplace where everyone feels respected valued and a true sense of belonging. Our aim is to support every individual to reach their full potential whoever they are. If you have any questions about our commitment to diversity and inclusion please feel free to contact our friendly recruitment team on *Please note spaces are limited for each shift and are on a first come first serve basis and cannot be guaranteed. Key Skills Load & Unload,Ruby,Shipping & Receiving,Forklift,Lift Truck Experience,Basic Math,Packaging,Warehouse Experience,Delivery Driver Experience,Heavy Lifting,Human Resources,RF Scanner Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 26800 - 27900