Complaints Handler

5 months ago

StokeonTrent, United Kingdom FOODHUB Full time

As our complaint’s investigator, you will take the lead on complaints
- concerns received into the company. You will launch an investigation on the company processes to understand process and draw a conclusion from your findings. If needed, you will then discuss and implement corrective - preventive actions, support the team to implement changes to avoid issues for the future.

Working with the wider complaints team you will review within a set time frame, document your findings by tracing the root source of the issue and how this has breached our internal procedures.

As a Complaints Investigator, will need to have proven experience in complaint management for at least 3 years, with a solid understanding of corrective and preventive action plans alongside a clear communication and data driven mind.

**Complaints Investigator
- Key accountability's**
- Plan and prioritise allocated workloads against agreed service standards.
- Take ownership for investigating setting up and discussing with internal and external teams to understand process.
- Competent in handling redress calls and-or transactions and resolving challenging customer communications and queries to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.
- Resolve queries or referrals from both within and outside of the team.
- Able to communicate from an advisor level to the CEO.
- Consider risk when completing daily activities.
- Obtain technical knowledge from internal departments.
- Able to embrace change whilst adopting a positive attitude.

**Experience Needed-**
- Working in a target driven environment on customer delivery.
- Proven record of being able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
- Numerous-complex customer administration processes and policies.
- 3 -5 years working in a customer facing-engagement environment and resolving customer complaints.
- Evidence of submitting and tracking a complaint through legal channels with a consumer complaint.
- Managing complaints projects from the start to the end.

If you feel you have what it takes to take on this role, please submit a cover letter and your CV.
IT Assets

**Benefits**
- 33 days holidays Pro Rata (inclusive of Bank Holidays)
- Holiday exchange - Buy up to 5 days' holiday per year
- Employee Assistance Programme
- Wellness Scheme
- Discount Hub
- Cycle to Work Scheme
- Gym Membership - Contribution of up to £30 per month
- Incentive Scheme

Pay: £30,000.00-£32,000.00 per year

Schedule:

- Day shift

**Experience**:

- Complaint handling: 3 years (required)
- Contact Center: 3 years (required)

Work Location: In person

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