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Customer Service Complaints Case Handler

4 months ago

Remote, United Kingdom Capita Full time

Job Title: Customer Service (Customer Relations Case Handler)

Start date: 27th March 2023

Contract: Permanent

Location: Homebased

**Salary**: £22,347 per annum (pro rota)

Shift/Hours: 37.5 hours per week.

Shift pattern: 5 days per week, including 1 weekend day - various shift patterns available within Monday - Sunday between 8am and 10pm

**Job title**:
Customer Service Complaints Case Handler

**Deliver premium level customer service on behalf of Capita**

This is an exciting opportunity to work as part of our outstanding Customer Solutions Team. The team manage complaints across all product lines and deal with sensitive customer issues escalated from the front-line customer service teams. We are passionate about delivering a premium level of customer experience, demonstrating an advanced level of customer service with a personalised and customised approach.

Your primary responsibility will be the case management of customer complaints, taking inbound calls that are often complex in nature and in need of a swift resolution. Your empathetic nature will allow you to build strong relationships with customers, and you’ll take great satisfaction from taking full ownership of customer issues until resolution is achieved.

As for your development, we’ve designed a programme to transform our ambassadors as they grow. From the moment you join us, you’ll benefit from training and development opportunities that will help you reach your full potential.

**What you'll be doing**:

- Take inbound calls from customers, handling their escalated queries with empathy and integrity
- Recover the customer journey to provide fair and reasonable resolution
- Understand defects that generate complaints and identify improvements
- Update customer files to reflect correspondence in an accurate and timely manner, with accurate and high-quality note taking essential
- Delight customers with quality customer service, meeting their needs with the right outcome and demonstrating the added value

**What we’re looking for**:

- Excellent customer focus.
- **Experience of complaint handling**:

- Experience of call handling
- Excellent problem solving and communication skills to resolve complaints
- Able to work collaboratively as part of a team
- Showing a keen interest in emerging technologies
- Excellent verbal and written communication skills
- You will have the ability to work under pressure, working to deadlines and targets
- IT literacy skills
- A quiet and private space to work from home with a strong WiFi connection

**What's in it for you**:
As part of our team, you’ll benefit from additional ongoing coaching and development. Then you also have the regular perks of being part of Capita too:

- A competitive salary
- 22 days holiday (pro rata) plus public holidays(if you are scheduled to work on a bank holiday, you will receive a day in lieu).
- A wide range of discounts on many products and services
- Interest free season ticket loans
- Monthly incentive schemes
- Voluntary health, dental and vision benefits
- Company matched pension and life assurance
- The option to buy extra leave
- Employee assistance programmes
- Discounted gym memberships
- Paid time to volunteer in your community
- Discounts on leisure, travel, technology, fashion and food.

**What we hope you’ll do next**

**What will happen next**
- We will invite you to take part in a written assessment

It’s important to note that where our offices are open, we are following government guidelines on personal hygiene standards, daily cleaning of employee work areas, maintaining safe distances and limiting the number of people in the office at one time. We also have clear policies on business travel and continuity.

The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our employees and customers safe during this time.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

LinkedIn

**Location**:
Home-Based - GBR
,

United Kingdom

**Time Type**:
**Contract Type**:
Permanent