Customer Complaints Advisor

4 months ago


Cardiff, United Kingdom The AA Full time

**This is the job**:
Do you have extensive customer service experience but are looking to transfer your skills into a new career?

We have an exciting opportunity for a new Customer Complaints Advisor, to join our Driving School department, where you will provide specialist service and take responsibility for the resolution of escalated and complex customer complaints, to achieve the best solution with mínimal financial impact, whilst ensuring a high level of customer satisfaction and retention.

**What will I be doing?**:

- Accept full responsibility and ownership of all telephone and written complaint cases allocated from receipt to successful conclusion. This includes handling complaints on behalf of management as designated.
- Proactively identify and prevent potential risk to the brand reputation arising as a result of a customer complaint and referring and liaising with Senior Management, Legal and Social Media teams to alleviate risk.
- Maintain a comprehensive knowledge of all Driving School products, services, policies, procedures, and systems whilst demonstrating a flexible approach, adapting to the changing needs of the business to consistently meet agreed targets.
- Working with management to analyse and accurately record the root cause analysis of complaints handled to ensure reliable feedback to management for improvements, identify areas for continued improvement and feedback appropriately to enhance procedures and training of product and services.
- Liaise with Pupils, Driving Instructors, Third Party Business Partners to ensure statements are obtained from all parties to support high level risk complaints where the evidence needs to be evaluated based on belief. Analyse the evidence presented and make a decision/recommendation if the complaint is upheld or not upheld based on evaluation/review.
- Make balanced decisions regarding levels of compensation to be paid, if appropriate, and make sure this is within defined authority levels.

**What do I need?**:

- Experience within a complaints environment is desirable but not essential
- Excellent customer service skills established in a customer service environment
- Excellent numerical skills with good working knowledge of Microsoft Packages
- Strong written and verbal communication skills
- Excellent time management and organisational skills
- The ability to work as part of a team, you must be flexible and willing to pitch in and help others

**If successful, you will be required to undergo 2 weeks of training in the office Mon-Fri 9am-5pm and once competent, hybrid working will begin.**

**Additional Information**:
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA, you will join and learn within a team that’s as driven as they are supportive and have access to a range of benefits including:

- Free AA breakdown membership from day one, 50% discount for family and friends in the first year plus discounts on other AA products
- 25 days annual leave plus bank holidays + the option to buy additional annual leave
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
- Pension scheme available up to 7% contribution
- Exclusive EV discount scheme
- Diverse learning and development opportunities to support you to progress in your career
- Access to employee inclusivity networks
- Dental and Critical Illness Insurance cover accessible for all AA colleagues

LI-HH


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