Global Complaints
2 weeks ago
Great that you're thinking about a career with BSI
Job Title: Global Complaints and Appeals Coordinator
- Location: Milton Keynes- Job Type: Permanent, Full-Time, 35hrs p/w- Compensation: Up to £30,000 + Excellent Benefits- About BSI:
- BSI (British Standards Institution) is the business standards company that equips businesses with the necessary solutions to turn standards of best practice into habits of excellence. Renowned for its marks of excellence including the consumer recognized BSI Kitemark, BSI’s influence spans multiple sectors including Aerospace, Automotive, Built Environment, Food, Healthcare and ICT. With over 80,000 clients in 170 countries, BSI is an organization whose standards inspire excellence across the globe.- About the Role:
- This is an excellent opportunity for a highly passionate and organised complaints coordinator to join BSI and operate across our wider Global Assurance business stream, where you will have the opportunity to engage with our global stakeholders across all levels within the organisation, as well as our clients & consumers and enable BSI to maintain the highest level of service & customer satisfaction.- As the Global Complaints and Appeals Coordinator, your role will focus on dealing directly with our clients, consumers, and internal employees to action and deal with feedback such as complaints and appeals. You will analyse and log feedback data and coordinate processes and systems to form effective management information and KPI metrics.- Key Duties:- To coordinate customer complaints from any source, ensuring the complaint is logged and records are maintained on the relevant BSI platform.
- Coordinate the progression of customer complaints within business areas and support resolution.
- Review root causes and monitor and evaluate the effectiveness of corrective action taken.
- Produce management data to identify any obvious failure.
- Support document control
- Coordinate client appeals, liaising with the region teams to support the investigation and outcome.
- Interface with group legal on legal complaints, fraudulent certificates and misuse of trademarks.
- Attending team meetings and supporting field in complaint management.
- On a monthly basis, create summary reports for all regions and update the complaints and appeals dashboards.
- Communicate directly with clients regarding the status of the complaint, concern or appeal.
- Comply with BSI Group rules, health and safety requirements and local policies and practices as appropriate.
- Maintain the UKAS eCert check process, reviewing reports and assigning to the relevant region for correction.- Knowledge / Skills / Abilities:- You will need to be able to effectively use MS Office software including Excel, Word, PowerPoint and Outlook, including databases.
- Knowledge of certification processes and testing business would be beneficial as would previous experience within a similar complaints coordination focused role.
- First class communication skills to deal with internal and external contacts at all levels.
- Team player and willingness to support other team members.
- Ability to present externally.
- Ability to proactively organise and prioritise work to meet deadlines.
- Understanding of departmental activities and structure, sufficient to deal with queries.
- Good interpersonal skills.- What we offer:
- We offer career development opportunities and an attractive remuneration package including:- Competitive salary
- Annual Bonus
- 27 days holiday plus Bank Holidays with the option to buy additional days
- Private medical and dental insurance
- Company contribution pension scheme
- Life assurance from your first day with us
and many more flexible benefits that you can tailor to suit you- #LI-GC1- #LI-ONSITEOur Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.
BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.
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