Complaints & Escalations Adviser

2 weeks ago

Leicester, United Kingdom PPL PRS Limited Full time

We have an exciting opportunity for a Complaints & Escalations Advisor to assist with the day-to-day escalations and complaints that come into the business, investigating, providing feedback and working towards a fair resolution for both the Customer and the Business.
- Start date: 1st July 2024
- The role will begin with 3 weeks of classroom based training running from our offices from 9am to 5pm at our offices in Leicester City Centre
- Following completion of training and being able to work independently, this will move to a hybrid working model with 3 days per week in the office
- Working pattern 9am to 5pm.

Key responsibilities
- To present a professional image of the company and provide effective/excellent service to all customers, so that a positive first and lasting impression is made.
- To efficiently manage complaint cases to resolution, along with reviewing and providing effective feedback on escalated call review requests and manager escalations. Ensuring all customers are treated fairly and in line with our business processes, values and code of conduct.
- To conduct thorough investigations into your assigned cases, to ensure correct outcomes are achieved.
- To liaise with relevant departments and stakeholders to ensure all information and feedback provided to cases is clear and accurate.
- Ensure all complaints are handled within the timeframe set out in the PPL PRS Code of Conduct.
- To provide a professional feedback service to colleagues involved in complaint cases, creating a culture of continuous improvement within Business areas.
- To maintain accurate records on the Company’s internal systems providing a clear and concise audit trail.
- To report any identified breaches in processes and procedures to the Line Manager of the respective Business area, so that corrective action can be implemented to remedy the breach.
- Ensure that we are constantly achieving the highest standard of QA scores, 75% or above.

**You will have**:

- Preferred experience of working within a Complaints Team or Escalations Department.
- Excellent written and verbal communication skills, ideally with experience of writing letters.
- Able to work to deadlines whilst maintaining a high level of accuracy, and thrive in a busy, fast paced environment.
- Good problem solving and investigatory skills

**Job Types**: Full-time, Permanent

Pay: £25,088.80 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Health & wellbeing programme
- Life insurance
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- No weekends

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Leicester, LE1 1QG

Expected start date: 01/07/2024

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