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Complaints Executive

4 weeks ago

Newport, United Kingdom Target Full time

You’re accountable for speaking to our customers when things haven’t quite gone to plan. Your role is to listen to their complaint & concerns, before investigating and providing a resolution.

Every complaint is different, so there is a need for you to be flexible in your approach. Your responsible for reassuring the customer that their problem will be rectified as effectively as possible.

You’ll focus on getting it right first time and always aim to delight our customers.

**Requirements**:

- Helping your team with the most difficult queries and building their knowledge around complex issues
- Motivating your team
- we're changing fast and need to make sure our people stay engaged during challenging periods of demand
- Regularly reviewing the quality and compliance of your team's customer interactions to identify areas of potential improvement
- Recognise and reward outstanding performance through our My Recognition portal and continuously work on improving team motivation levels
- Be the point of contact for team member escalations, so need to be comfortable taking and making phone calls
- Ensure customer and internal feedback is acted upon delivering formal and informal coaching and feedback to your team to improve performance
- Ensure contractual client SLA’s and KPI’s are followed within the appropriate regulatory framework
- Build SME knowledge on current process and procedures, to enable to respond to queries effectively
- Understand the regulatory framework within which the team operates to ensure operational compliance
- Ensure regulatory compliance and Financial crime policies are adhered to
- Maintain and update team procedure guides to accurately reflect all processes conducted on department
- Manage team AHT & quality
- Assist in managing real time adherence to schedules
- Document any and all risks identified on department in line with Target Risk framework
- Feedback quality fails and breaches within 24 hours to agents responsible and ensure appropriate coaching support and relevant performance management is followed

**Benefits**

The team are Led by a Team Leader and Expert who will be there to provide ongoing support in the form of regular 121s, huddles and coaching sessions. You’ll receive regular feedback on your contribution to our customer journey. The team are hardworking and passionate about making

Target a great place to work. They care about performance and making sure we are giving our customers the best experience.

We champion personal development and there’s always opportunities to grow & progress your career with us. You’ll also be thanked for a job well done through our ‘My Recognition’ portal. This is our way of celebrating success stories.

It’s important that we create a fun culture and show you that we care about your wellbeing.

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