Complaints Handler

**Complaints Handler, Liverpool**

Our client is a dynamic and highly customer-centric financial services organization that is committed to delivering exceptional products and services to their clients. They understand that, occasionally, issues may arise, and as such are dedicated to resolving complaints in a timely and professional manner. As part of their commitment to excellence, they are seeking a Complaints Coordinator to join their team and ensure that all customer complaints and/or disputes are handled effectively.

As a **Complaints specialist **you will play a pivotal role in maintaining the business reputation for delivering outstanding customer service. You will be responsible for managing and resolving customer complaints efficiently and ensuring that our clients have a positive experience, even in challenging situations. Your role will include:

- Receiving and recording customer complaints through various channels.
- Investigating and assessing the nature of each complaint to determine its validity and severity.
- Collaborating with other departments to gather information and resolve complaints.
- Maintaining detailed records of all complaint cases and resolutions.
- Monitoring complaint trends and identifying opportunities for process improvement.
- Communicating with customers to provide updates on the status of their complaints.
- Providing feedback to the management team to enhance customer satisfaction.

**To be successful in this role, you should possess the following qualifications**:

- Previous recent experience in customer service, conflict resolution, legal industry and/or ideally a 'complaints management or complaints resolution related field is desired - _2 years plus ideally_
- Strong communication skills, both written and verbal.
- Excellent problem-solving and analytical abilities.
- Empathy and the ability to handle difficult conversations with customers.
- Attention to detail and a commitment to providing a high level of service.

**What's on offer?**

A competitive basic salary of **£22,000 - £26,000 **(depending on experience) is on offer plus a comprehensive package including private medical insurance, pension and further benefits.

**Salary**: £22,000.00-£27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Life insurance
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Application question(s):

- You must be comfortable working x3 days per week from a Liverpool City centre based office and also x2 days per week from home...

**Experience**:

- Complaint handling: 2 years (required)

Work Location: In person

Reference ID: CompCo