Complaints Handler

Complaints Handler / Customer Relations Executive required for an Award Winning and fast-growing, dynamic travel brand. Working from their Head office based in Accrington you’ll be rewarded with a basic salary of up to £23,500, working normal office hours Monday - Friday, 9am - 5pm. This is an ideal opportunity for an experienced customer relations executive with excellent problem solving and written complaint handling skills. The company has rapidly grown into a resilient business operating internationally across multiple sectors offering leading organisations from a diverse range of industries first class services to their passengers and staff.

In brief you’ll be conducting impartial, thorough investigations relating to a wide range of customer issues, striving to provide a timely satisfactory resolution / response.

Assist with the development of the sales and operations function, making recommendations for improving processes and services.

Take appropriate action to eliminate / minimise company exposure (financial and/or reputation) in any situation.

Play a key part in assisting company achieve targeted client Key Performance Indicators / Service Level Agreements.

**A brief insight in to what you’ll be doing as a Customer Relations Executive / Complaint Handler:

- **
- Establish effective communication links with partner and supplier contacts creating a professional image of this unique travel business through your knowledge of the client, client contacts and client business
- Sponsor for the company’s complaint management system ensuring complaint data is uploaded accurately
- Liaise with internal departments from service delivery, finance, supplier relations, planning, and product to ensure customer needs and expectations are met
- Provide support and escalation point for client and customer issue resolution
- Work to targeted KPI’s around response times
- Effectively manage the inbox (s) for incoming queries relating to customer issues
- Compose professional, quality written responses which address client issues in a clear and precise manner
- Stay abreast of industry development and changes and utilise that knowledge to become a trusted advisor
- Present a highly professional image and example both within the Company and externally

**Some benefits you’ll get as a Customer Relations Executive / Complaint Handler:

- **
- Office based in Accrington, working normal office hours Monday - Friday 9am - 5pm.
- 25 days holiday + 8 bank holidays. In addition, you are also permitted to take your birthday off, on them (an extra day of annual leave on top of your allowance)
- Length of service awards with increased holiday allowance when you reach key milestones of 5, 8 and 10 years
- Plus other great benefits
- You will have a background having worked in a similar Customer Relations Executive roles such as Complainst Handler, Complaints Executive, Complaints Consultant or Complaints Specialist with strong problem solving and written complaint handling skills
- Superb customer relationship and rapport-building skills, and role model for adopting the company values
- Proficient organisational skills and high attention to detail
- Ability to solve problems
- Comfortable working independently and as part of a team
- Experience of working with suppliers in a regulated industry
- Ability to work under pressure and within time constraints
- Excellent communication, written and influencing skills with outgoing personality and enthusiastic sense of humour
- Able to demonstrate sound knowledge of the customer’s needs to tailor solutions and complaint responses accordingly
- Results driven, confident, self-motivated and a positive attitude

**Interested?**

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

**Salary**: £22,500.00-£23,500.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Work Location: In person

Reference ID: 32355