Complaints Handler

5 days ago

Glasgow, United Kingdom Huntswood Scotland Limited Full time

**COMPLAINTS HANDLER**

We are seeking a dedicated and empathetic Complaints Handler to join our existing team and manage customer complaints effectively and efficiently. The Complaints Handler will be responsible for investigating customer complaints in a timely and professional manner, ensuring a high level of customer satisfaction and retention. Along with Outbound calls to our customers regarding their existing complaint to discuss findings and come to a resolution.

**Start Date**:29th April 2024

**Salary**: Up to £25,398 OTE

**Working hours**:37.5 hours per week, 5 days per week Monday to Friday between 8am - 6pm.

**Responsibilities**:

- Investigation: Responsible for investigating, identifying, and resolving customer queries using the complaint management system.
- Customer Advocacy: Act as ambassadors for our client, ensuring that customer concerns are addressed promptly and professionally. If we’ve made a mistake, take ownership of this.
- Resolution Management: Work diligently to resolve complaints, aiming for fair and equitable outcomes for both customers and the company.
- Communication: Maintain clear and effective communication with customers and stakeholders throughout the complaint resolution process.
- Collaboration: Liaise with internal teams, including client support areas, to ensure the best experience for our clients.
- Adaptability: Ability to adapt to changing situations and learn from each complaint to improve processes.

**Role Requirements**:

- Proven experience in a Complaints role preferably in a customer centric environment.
- Excellent communication and interpersonal skills.
- Strong negotiation and closing skills.
- Ability to work independently and as part of a team.
- Goal-oriented with a drive to succeed in a competitive environment.
- Familiarity with CRM software and complaints management tools
- Persistent and resilient attitude towards rejection and challenges.
- Adaptability to quickly learn about new products and industries.
- Ability to work under pressure and meet tight deadlines.

**Benefits**:

- Comprehensive Training
- Generous staff discounts
- access to our intranet with exclusive discounts from leading retailers
- Free Tea, Coffee & Hot Chocolate on site
- Team Building activities.
- Access to an online Well-being centre that has a variety of tools to nurture your overall health.
- Offer & support with 1 Volunteering Day per year.
- Refer a friend scheme (earn £600 for each person you refer)
- Mentorship program to grow and develop within the company.
- "It's not just about what we do, but the way we do it. And it's our values that make us special."_

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

**Salary**: Up to £25,398.00 per year

**Benefits**:

- Employee mentoring programme
- Health & wellbeing programme
- Referral programme
- Store discount

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

**Experience**:

- Complaint handling: 1 year (required)
- Contact Centre: 1 year (required)
- Customer Service: 1 year (required)

Work authorisation:

- United Kingdom (required)

**Location**:

- Glasgow City Centre, Glasgow (required)

Work Location: In person

Expected start date: 29/04/2024

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