Telephone Complaint Handler

4 weeks ago

Leicester, United Kingdom Next PLC Full time

Do you want to climb the ladder of success with a truly exciting team? we have multiple positions available.

**Location**:Enderby

**Salary**: £10.67 per hour, plus an additional £1 at the weekend.

**Hours**:
Shift 1: Monday-Tuesday 09:00-17:00, Thursday 09:00-16:45, Friday-Saturday 09:00-17:00, (36 hours per week), 3month fixed term contract

Shift 2: Monday 10:00-18:00, Tuesday 10:00-18:15, Thursday-Friday 10:00-18:00 (36 hours per week), perm contract

Shift 3: Monday
- Tuesday 09:00-16:00, Thursday-Saturday 09:00-16:00 (36 hours a week), 6 month fixed term contract

Shift 4: Monday 08:00-16:00, Tuesday 08:00-15:00, Wednesday 08:00-16:00, Friday 08:00-16:00 (28 hours per week), 6 month fixed term contract

Shift 5: Monday to Thursday 12pm to 8pm, (30 hours per week), 6 month fixed term contract

Shift 6: Tuesday 10am to 6pm, Wednesday 12pm to 8pm, Thursday 10am to 6pm, Friday 9.30am to 6pm & Sunday 10am to 5pm, (36 hours per week), perm contract

**About the Team**:
As a Complaint Handler you’ll be working within a specialist and exciting telephone team.

You will use your resources and information from the customer to help understand their concerns and to find a resolution for escalated complaints and issues to achieve a satisfactory result for the customer and business. You will also use your exceptional customer service, high level of enthusiasm and show can do attitude to ensure all complaints are fully investigated.

With previous experience in customer service and complaint handling, you’ll be a team player with excellent communication skills, working in a fast paced environment you’ll be extremely self-motivated and have excellent attention to detail.

You will have a high level of enthusiasm and thrive on taking responsibility in a fast-paced environment whilst showing a can do attitude to ensure all complaints are resolved in the agreed timescales.

This opportunity will give you the chance to build your career further with a truly dynamic and motivated department.

**About the Role**:

- Investigate and resolve escalated customer complaints making sure they are responded to promptly.
- Communicate to customers within agreed timescales in order to resolve complaints satisfactorily.
- Deal with complaints to achieve a satisfactory outcome for the customer and the business.
- Plan, organise and prioritise own workloads to ensure deadlines are achieved.
- Provide a specialist service by responding to customers in a modern style making a real difference to how the customers feel about Next.

**About You**:

- Have excellent communication skills both written and verbal.
- You’ll have experience of handling complaints and be able to use your initiative when solving problems.
- Have customer service skills ideally from experience gained within a similar environment.
- Be confident in working within company policy and Financial Conduct Authority Guidelines.
- Have an analytical mind-set with strong attention to detail.
- Be able to investigate, resolve problems and make decisions quickly using initiative within a pressurised environment.

**What’s Next**:
**Job Types**: Full-time, Part-time, Permanent, Temporary contract, Fixed term contract

**Salary**: £10.67 per hour

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Store discount
- Wellness programme

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Quarterly bonus

Ability to commute/relocate:

- LEICESTER: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Complaint handling: 1 year (required)

Work Location: One location

Reference ID: 33484

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