Senior Complaints Handler

7 months ago

Luton, United Kingdom FirstPort Full time

**Job role: Senior Complaints Handler**

**Location: Luton**

**Hours: Monday-Friday 9am-5pm**

**Salary: Competitive**

**The job role**

As a Senior Complaint Handler, you will play a pivotal role in ensuring that customer complaints are resolved promptly, efficiently, and to the highest satisfaction of our customers. You will be responsible for overseeing the complaint resolution process and implementing strategies to improve overall customer satisfaction.

**Key Responsibilities**:

- Investigate complaints thoroughly, gathering relevant information and communicating with relevant departments or stakeholders.
- Providing guidance, support, and training as needed to other complaint handlers within the team.
- Review and assess customer complaints to determine appropriate resolution strategies.
- Develop and implement procedures and protocols for handling complaints effectively and efficiently.
- Liaise with other departments to address systemic issues identified through the complaints process.
- Monitor complaint trends and provide regular reports and analysis to management.
- Ensure compliance with regulatory requirements and internal policies related to complaint handling.
- Act as a point of escalation for complex or high-profile complaints, working to find satisfactory resolutions for all parties involved.
- Continuously seek opportunities to improve the complaint handling process and enhance customer satisfaction.
- Foster a culture of empathy, professionalism, and customer-centricity within the complaint handling team.
- Handle escalated complaints from lower-level complaint handlers, ensuring timely and satisfactory resolution.

**Requirements**:

- 2 years proven experience within in a complaint handling role(preferred)
- Strong understanding of complaint handling best practices, regulations, and industry standards.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and stakeholders at all levels.
- Exceptional problem-solving abilities and attention to detail.
- Ability to remain calm and composed under pressure and to handle challenging situations with empathy and professionalism.
- Strong organisational and time management skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
- Commitment to upholding the values and principles and delivering the highest standards of service to our customers.

**Benefits**:

- Opportunities for career advancement and development
- Dynamic and collaborative work environment
- Meaningful work with a company dedicated to customer satisfaction and excellence

**Who are we?**

FirstPort is the UK’s leading property management company, caring for our customers’ homes across England, Wales and Scotland.With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies.

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). As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman.

**Why choose us?**

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. We are an inclusive employer that prides itself in being so diverse.

**What’s next?**

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

**Salary**: From £24,000.00 per year

**Benefits**:

- Canteen
- Company pension
- On-site parking
- Referral programme
- Store discount

Schedule:

- Day shift
- Monday to Friday
- No weekends

Application question(s):

- What are your salary expectations? (we need this infomration to progress your applictaion)

**Experience**:

- Complaint handling: 2 years (required)
- Team management: 1 year (preferred)

Work Location: In person

  • Complaints Handler

    6 months ago

    Luton, United Kingdom FirstPort Full time

    **Job role: Complaints Handler** **Location: Luton** **Hours: 35 hours per week Monday-Friday** **Salary: Starting from £22,400 per annum** **The job role** As a Complaint Handler, you will play a pivotal role in ensuring the effective resolution of customer complaints. Your responsibilities will include investigating, addressing, and resolving...

  • Complaint Handler

    6 months ago

    Luton, United Kingdom FirstPort Full time

    **Job Role**: Complaints Handler **Location**: Luton **Salary**: Starting from £22,400 per annum **Hours**: 35 hours per week, Monday to Friday As the Customer Advocate, you will contribute to our vision of being the UK's favourite property manager by: - Taking ownership of your customer’s issues using your balanced, can-do attitude to find a...

  • Moving Services Lead

    2 weeks ago

    Luton, Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Job Description:As a Moving Services Lead, you will play a critical role in managing a team of Move Coordinators, ensuring compliance with company processes, and providing expert guidance to moving clients on customs documentation and transit schedules.This role involves acting as the escalation point for moving client complaints, handling claims, and...

  • CEO Team Executive

    3 days ago

    Luton, United Kingdom FirstPort Full time

    **Job Role**: CEO Team Executive **Location**:Luton **Hours**:Monday to Friday (35 hours per week) To continually deliver the service expected from us by our customers, we rely on a professional, experienced, and motivated team. We recognise and value the contribution our people make to our business, and we are committed to ensuring they are skilled...

  • Global Move Coordinator Lead

    2 weeks ago

    Luton, Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Job Description: Customer Experience DirectorWe are seeking an experienced Customer Experience Director to lead our team of Move Coordinators at our Bedfordshire location. The ideal candidate will have a proven track record in customer service within the moving and relocation industry, specializing in domestic and international moves.Responsibilities:Lead a...

  • Relocation Operations Manager

    2 weeks ago

    Luton, Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Job Overview:We are excited to partner with a leading moving and relocation company in Bedfordshire, looking for an experienced Relocation Operations Manager.This role involves managing a team of Move Coordinators, ensuring compliance with company processes, and providing expert guidance to moving clients on customs documentation and transit schedules.Key...

  • Customer Service Director

    2 weeks ago

    Luton, Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Job Title: Customer Service DirectorAlchemy Global Talent Solutions is partnering with a leading moving and relocation company in Bedfordshire, seeking an experienced Customer Service Director.The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international moves. They...

  • Relocation Management Professional

    2 weeks ago

    Luton, Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Job Title: Relocation Management ProfessionalLocation: BedfordshireThe ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international moves. They should be confident, professional, and committed to delivering high-quality, detail-oriented service.Key...

  • Maintenance Triage Call Handler

    7 months ago

    Luton, United Kingdom The Housing Network Full time

    At The Housing Network we believe that when vulnerable people have a good home and a helping hand, they become more independent and less reliant on local authorities and that is exactly what we aim to achieve. We partner with local authorities and other organisations and provide good quality, safe places for people to live. We understand that each situation...

  • Customer Service Manager

    3 days ago

    Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location.The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international...

  • Customer Service Manager

    4 days ago

    Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location.The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international...

  • Customer Service Manager

    3 days ago

    Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location. The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international...

  • Customer Service Manager

    4 weeks ago

    Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location.The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international...

  • Customer Service Manager

    4 weeks ago

    Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location.The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international...

  • Customer Service Manager

    3 weeks ago

    Luton, United Kingdom Alchemy Global Talent Solutions Full time

    Job Description Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location. The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and...

  • Senior Administrative Officer

    5 days ago

    Luton, United Kingdom Ministry of Justice Full time

    **Senior Administrative Officer - Bedfordshire Probation Delivery Unit - East of England - 70625** **£23,637 - £29,046** **Luton**: **Overview of the job** This is a co-ordination and senior administrative role in the Divisional office, Function / Cluster local offices. The jobholder will provide corporate support office-based activities to support the...

  • Band 3 Trainee Orthpaedic Practitioner

    8 months ago

    Luton, United Kingdom Bedfordshire Hospitals NHS Foundation Trust Full time

    Work as part of the nursing team to promote high standards of care to national standards and benchmarks. To communicate effectively with the patients and relatives, referring any concerns to qualified nurses. To reinforce & promote health education advice to patients. To support & assist other team members in their professional work. To organise own work...

  • Specialist Biomedical Scienctist

    7 months ago

    Luton, United Kingdom Bedfordshire Hospitals NHS Foundation Trust Full time

    1. To perform as a HCPC Registered Specialist Biomedical Scientist [BMS] assisting in the delivery of the department services. 2. To assist the departmental laboratory senior in the implementation and delivery of a cohesive service, in conjunction the clinical lead of the department. 3. To implement the quality policy for the department including the agreed...

  • Customer Service Manager

    4 weeks ago

    Luton, UK, Bedfordshire, United Kingdom Alchemy Global Talent Solutions Full time

    Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location.The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international...

  • Internal Sales Manager

    7 days ago

    Luton, United Kingdom Mana Resourcing Full time

    JOB TITLE: Internal Sales Manager LOCATION: Luton SALARY: £42,000 - £46,000 + Commission CONTRACT TYPE: Permanent The COMPANY Our client is a global marketing agency for the IT industry. They specialise in helping Managed Service IT companies with lead generation. Our client is looking for a Sales Manager to lead a team to book appointments for their...