Complaint Handler

2 weeks ago

The Royal Town of Sutton Coldfield, United Kingdom Dignity Plc Full time

�? Complaints Handler �?

Full-time, permanent

Location:Sutton Coldfield, Birmingham (Office Based) �???

Salary: £24,582.00 per annum ????

At Dignity Funerals, we understand that our work goes beyond providing a service; it’s about being there for people when they need it most. We’re a dedicated team committed to offering care, compassion, and understanding to families during life’s most challenging moments. Every day, we strive to make a difficult time a little easier for those we support.

We’re seeking a compassionate Complaints Handler to become a vital part of our team. This role is far more than customer service—it’s about making a meaningful impact in the lives of families during some of their most difficult moments. You’ll be the person they turn to when they need understanding and support, ensuring that their concerns are addressed with the care and respect they deserve.

What You'll Be Doing:

  • Handle incoming complaints calls with professionalism, empathy, and patience.
  • Listen attentively to customers' concerns, demonstrating understanding and empathy.
  • Provide clear and concise explanations of company policies and procedures to customers.
  • Liaise with internal departments to escalate and resolve complex complaints.
  • Document all interactions and resolutions accurately in our complaint management system.
  • Follow up with customers to ensure that complaints have been resolved to their satisfaction.
  • Identify opportunities for process improvements to prevent future complaints.

This would suit someone who:

  • Has previous experience in customer service or complaint handling roles, although it's not essential, as training will be provided.
  • Possesses excellent communication skills, both verbal and written, enabling effective interaction with customers.
  • Demonstrates strong interpersonal skills and the ability to remain calm under pressure, ensuring professionalism during challenging situations.
  • Displays empathy and compassion for customers experiencing difficult situations, providing genuine support, and understanding.
  • Exhibits attention to detail and strong problem-solving abilities, ensuring thorough investigation and resolution of complaints.
  • Any familiarity with complaint management systems or CRM software is advantageous.
  • Shows a willingness to learn and adapt to new processes and procedures, contributing to continuous improvement within the role.

If you're ready to bring your skills, experience, and passion to our team and make a meaningful impact on the lives of our customers, we want to hear from you Dignity Funerals is an equal opportunity employer, committed to fostering diversity and inclusion in the workplace.

Join us in shaping a future where every interaction is infused with dignity and respect. Apply now

What are the next steps?

To be considered for this role, please submit your application via the 'apply’ button, where a member of our Talent Team will review your application.

FCA Statement

Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience, and integrity to protect both the company and our clients.

If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).

Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.

Equality, Diversity, and Inclusion Statement

Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences.

We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

#LI-FP1

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