Admin and Complaints Handler

2 weeks ago

Milton Keynes Buckinghamshire, United Kingdom Brook Street Full time

Brook Street are looking for 4 Complaint Handlers for our client based in Milton Keynes. This role is based fully in the office
As a Complaints Handler within the fleet management industry, you will be responsible for addressing and resolving customer complaints via email related to our clients fleet management services. You will work closely with customers, internal teams, and external partners to ensure timely resolution of complaints while maintaining high levels of customer satisfaction. Your role will involve investigating complaints, identifying root causes, implementing corrective actions, and providing feedback to relevant stakeholders to prevent recurrence.
The role:-
Receive and log customer complaints via email
Acknowledge complaints promptly and professionally, ensuring customers feel heard and valued.
Investigate complaints thoroughly, gathering relevant information from internal databases, systems, and communication channels.
Liaise with relevant departments (operations, maintenance, customer service, etc.) to gather additional information and insights into complaint issues.
Analyse complaint data to identify trends, recurring issues, and areas for improvement.
Collaborate with cross-functional teams to implement corrective actions and preventive measures to address root causes of complaints.
Communicate effectively with customers throughout the complaint resolution process, providing updates and ensuring transparency - via email only
Document complaint resolutions accurately and comprehensively, maintaining detailed records for future reference and analysis.
Monitor complaint resolution time lines and escalate unresolved issues to appropriate levels of management for further intervention if necessary.
Proactively identify opportunities to enhance customer satisfaction and loyalty through service improvements and process enhancements.
Contribute to the development and implementation of training programs for staff to improve complaint handling skills and customer service standards.
Qualifications and Skills:
Previous experience in a customer service role
Complaint's handling experience would be advantageous
Strong communication skills, both verbal and written, with the ability to interact professionally with customers and colleagues.
Excellent problem-solving abilities, with a proactive and analytical approach to complaint resolution.
Attention to detail and accuracy in documenting complaint information and resolutions.
Ability to work collaboratively in a team environment, coordinating with various departments to address customer concerns effectively.
Proficiency in using customer relationship management (CRM) software and other relevant tools for complaint tracking and analysis.
Demonstrated ability to manage multiple tasks simultaneously and prioritise effectively in a fast-paced environment.
Strong commitment to delivering exceptional customer service and maintaining customer satisfaction levels.
This role is paying £11.81 per hour and is on a temporary basis.
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