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Pension Complaint Handler

4 months ago

Luton Bedfordshire, United Kingdom FirstPort (UK) Full time €22,400

Job Role: Complaints Handler Location: Hours: 35 hours per week, Monday to Friday

As a Complaint Handler, you will play a pivotal role in ensuring the effective resolution of customer complaints. You'll have demonstrable experience of providing and implementing successful service recovery interventions and considerable customer service experience in a fast-paced, regulated environment.
Excellent communication skills with a high standard of spoken and written English are required for the role, as is the confidence to build relationships across a broad spectrum of departments
Previous experience of responding to complaints, the property management industry and experience of Salesforce applications preferable.

FirstPort is the UK’s leading residential property service provider, caring for 290,000 homes in England, Wales and Scotland, across 5,000 developments. Investigate and analyse customer complaints, identifying root causes and implementing effective solutions.
· Positively responding to a customer’s complaint or feedback, taking ownership of the customer’s experience through to satisfactory resolution and recording the interaction accurately on the customer’s account
· Ensuring timely and accurate resolution of customer concerns in alignment to the Service Level Agreements set within the FirstPort Service Recovery Process
· Building rapport with customers by treating them as an individual, using strong listening skills to really understand the cause of a customer’s issues
· Showing customers you care, showing empathy throughout and providing a suitable, balanced resolution which meets the customer’s needs and aligns with company expectations
· Communicate with customers in a professional and empathetic manner, keeping them informed throughout the complaint resolution process.
· Building relationships across FirstPort with key stakeholders in regular meetings to enable solid working partnerships that are effective in quickly resolving challenging and complex cases
· Using your voice within the business to bring the customer to life and support improvement projects to prevent re-occurrence of similar problems
· Understanding the part you play in our mission to become the UK’s favourite property manager, leading by example and living the company values at all times

FirstPort is the UK’s leading residential property service provider, caring for 330,000 homes in England, Wales and Scotland, across 5,800 developments. FirstPort is a member of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS). By joining us, you will work with industry professionals who are committed to providing the highest levels of customer service, as well as ensuring we put our people first.
The benefits of working with us can include free parking, free fruit, discounted gym membership, a true work-life balance and the opportunity of growth and progression. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.
We’re committed to promoting diversity at FirstPort and recruit on merit. If you meet the criteria for the role, we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager.