Complaints Handler

2 weeks ago


Newcastle upon Tyne, United Kingdom Morrison Data Services Full time

**About The Role**:
**A bit about the role**...

Reporting to the Resource and Planning Analyst, you will provide an excellent service to customers, Morrison Data Services colleagues & employees of Energy Suppliers by delivering proficient end to end management of complaints.

You will play a key part in ensuring that all key stakeholders receive an engaging and ‘right first time’ service whilst developing strong relationships. Due to the nature of the role, you will be required to liaise with different business areas to be able to provide a quick response and resolution to any complaints that are received.

Our customers are important to us, so it’s crucial that you show empathy to a customer’s situation and display good listening skills in the varied situations you may be faced with.

**Who are we?**

M Group Services Energy Retail Division is proud to be one of the UK's largest utilities support organisations - and we’re still growing, with some exciting times ahead. We pride ourselves on being award-winning and recognised for our diligence, customer service and expertise.

We are part of M Group Services, a £1.7 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. We work with our clients and partners to ensure we keep abreast of industry developments and remain at the forefront of progress. We have been one of the Times 100 Top Track Companies for the last three years running.

**What you will bring to the role...**

**Skills**
- Proven management of a complaints pipeline
- Be able to juggle workload and manage time effectively
- Demonstrate excellent listening skills, including empathy and building rapport
- Strong written and verbal communication skills, using logic when handling complaints
- Demonstrable customer facing role experience
- Be able to analyse complaints and feedback and provide evidence of findings and recommendations, including paying compensation

**Knowledge**
- Ability to prioritise and manage multiple workstreams within a complaints pipeline
- Dedicated to the provision of excellent customer service, and desire to go above and beyond for customers
- Professional telephone manner
- Self-motivated and enthusiastic
- Delivering objectives and adhering to KPIs
- IT literate

**What we offer**
- 25 days holiday + 8 days bank holiday
- Access to employee assistance programmes
- Discounts with national retailers
- Eye care vouchers
- Mobile Phone Discounts
- Opportunities to progress in a successful company
- At Morrison Data Services we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued._


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