Complaints Handler

Complaints Handler

Exciting Opportunity for an immediate Start We are looking for competent customer service professionals who are keen to investigate and ensure all complaints received to the business are fully investigated and resolved effectively in a timely, fair and transparent manner in line with companies’ complaints policy and procedures whilst ensuring excellent customer service is kept at the heart of all investigations and resolutions.

You will ensure the company is always portrayed in a professional manner, making responsible decisions based on available information and to administer customer feedback in line with the complaints policy and procedure as well as learning from complaints by looking at trends and working with all departments to improve services.

**Key duties and responsibilities**
- Acknowledge, investigate, record, and bring customer complaints to a satisfactory, efficient and cost-effective conclusion.
- Ensure customers are kept fully informed at all stages of the complaints process, apologising for mistakes made, explaining decisions clearly, outlining what will happen and when and how we will prevent the issue reoccurring.
- Analyse complaints, investigate comprehensively, and negotiate the best resolution in every situation thinking outside the box if needed considering all the available information and options.
- Update the CRM system with all hard and electronic information pertaining to customer complaints, in keeping with relevant information sharing protocols, including the principles of confidentiality.
- Promote best practice in customer care; negotiate confidently and professionally with colleagues and customers to resolve a complaint and deliver a decision. Ensure that feedback is provided to Service teams and managers, identifying trends, and learning opportunities from complaints for service development and improvement.
- Prepare documentation and set up meetings for complaints escalated to stage two for the complaints review meeting and for complaints investigated by the Ombudsman or other Regulatory Bodies.
- Produce statistical data on complaints received and performance in handling them.
- Maintain a comprehensive record of the compensation awarded identifying any reoccurring trends.
- Report to senior management where evidence of misconduct is identified when investigating complaints.
- Assist and provide the public relations team with information regarding complaints attracting interest from the public or media.
- Regularly meet with teams to update on complaints and review lessons learnt.
- Seek legal advice from the companies panel of approved Solicitor’s and instruct if necessary.
- Perform the role of coordinator in responding to the needs of our customers in emergency situations to ensure business continuity and during major incidents there is no disruption to the customer experience.

**Knowledge, skills, and experience required**
- Experience of working within a customer service environment and resolving customer
- enquiries and complaints.
- Ability to analyse complex complaints and customer feedback issues and evidence findings.
- Ability to communicate effectively with a wide range of individuals
- Strong communication skills, both verbal and written.
- A good working knowledge of Microsoft office packages including Outlook, Word, and Excel.
- Ability in maintaining an information system.
- Influencing and persuading ability to present sound and well-reasoned decisions to convince others. A creative and collaborative approach to problem solving and decision making.
- Ability to work as part of a team, promote team working and share ideas.
- Ability to plan own time effectively and work under own initiative while meeting strict deadlines.

**Working hours**

Monday to Friday 8.45 - 17.15

**Salary**

£20,500 to £24,000 per annum

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

**Salary**: £20,500.00-£24,000.00 per year

**Benefits**:

- Company events
- Cycle to work scheme
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay
- Performance bonus

Ability to commute/relocate:

- Crewe, CW2 7BX: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person