Customer Service Complaints Officer

1 month ago

Manchester, United Kingdom Talent Sphere Ltd Full time

**Customer Service Complaints Officer**

**Job Types**: Permanent, Full-time & Part Time

The Hours can be flexible between 30 - 37.5 a week. You can make this a 4-day week. You will be asked to rota on to some weekends.

**Salary**: £24,000.00 per year-Pro Rata

**The Company**

The Qure Group is a leading provider of resolution services to the United Kingdom. They specialise in the home improvement and renewable energy sectors with a vision to be the number 1 support partner to organisations in those sectors. The current client base includes financial services, manufacturers, national retailers, membership organisations, franchises and SMEs.

Qure supports sectors in elevating their reputation, and increasing buyer confidence, by providing phenomenal support services to assist organisations and consumers when things do go wrong, or to prevent them from going wrong in the first place.

Services include outsourced complaint handling, executive support, dispute resolution, claims management, independent inspections, and remedial works programs.

**The Role**:
Are you a customer service professional who really cares about delivering fantastic customer service?

Do you enjoy resolving issues and finding a mutually agreeable resolution for all parties involved?

Do you understand how impactful it can be when home improvement projects do not go to plan?

Do you have a great work ethic and can demonstrate empathy, understanding, and humility whilst efficiently resolving complaints?
- You will be representing a well-known retailer working to resolve their customer's complaints.
- Establish contact with complainants within 24 hours of receiving a complaint and initiating the investigation process.
- Communication is key - ensuring the customer and all stakeholders are kept informed throughout the process. Working towards fast and agreeable complaint resolution. This contributes to the case resolution success rate.
- Carry out the complaint resolution process in a professional manner, ensuring you actively listen to both parties and provide your professional opinion based on the facts and information available to you.
- Protect and enhance the client's brand and reputation.
- Expertly use CRM systems and accurately record information.
- Confidently speak to customers and stakeholders including video calls.
- Record and document all stages of the complaint management process.
- Liaise with contractors where required, to arrange for any repair or replacement work on behalf of the business keeping their consumers updated at all times.
- Record, monitor, and maintain all required information from businesses and consumers
- Ensure as much evidence as possible is gathered as part of the complaint resolution process to give secure a successful resolution.
- Using common sense and data, to prioritise complaints when required
- Ensure any agreed outcomes from the resolutions are fulfilled by both parties.
- Help out in other departments when things get busy, with a collaborative approach to work.

**The person**:

- Highly organised individual.
- Strong experience in customer service, with an ability to show empathy to people whilst also being confident to challenge people when they are wrong.
- Clear communication and efficient ways of working.
- Effective communicators: you can write, and speak with confidence, with an ability to influence and negotiate effectively.
- Experience in using systems to record information and carry out tasks.
- Self-motivation and a desire to succeed.
- An ability to remain calm, neutral, and detached under pressure and in stressful situations. Complaints in their nature can get a bit lively, so we need you to be a person who is relaxed and can take control of such situations.
- A desire to learn more. There is a lot to learn in this industry and would like people who absorb the knowledge.
- Strong emotional intelligence with the ability to judge situations and adapt your style of interaction to get the best result.

**Company Values**:
We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with **respect all at times.**

We will not accept **rude behaviour** from customers, employees, suppliers, and stakeholders at any time.

We will only employ, and continue to employ, employees and engage with suppliers who display openly the personal characteristics of **humility, honesty, enthusiasm, respect, positivity and a ‘can do’ attitude.**

We will seek opportunities (at least annually) to identify employee **training needs** (and wants) and wherever possible and practicable, provide time and resource to accommodate these needs (and wants).

We shall be very careful in our **recruitment and maintenance of ‘customers’** (customers here being defined as ‘any body corporate or otherwise paying regular fees to the company’) to ensure, wherever possible, that these customers share these ‘values’.

We shall, at all times and in all decis

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