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Complaints Handler Administrator

5 months ago

Milton Keynes, United Kingdom Bridge of Hope Full time

Brook Street are looking for 4 Complaint Handlers for our client based in Milton Keynes. This role is based fully in the office

The role:

- Acknowledge complaints promptly and professionally, ensuring customers feel heard and valued.
- Investigate complaints thoroughly, gathering relevant information from internal databases, systems, and communication channels.
- Liaise with relevant departments (operations, maintenance, customer service, etc.) to gather additional information and insights into complaint issues.
- Analyse complaint data to identify trends, recurring issues, and areas for improvement.
- Collaborate with cross-functional teams to implement corrective actions and preventive measures to address root causes of complaints.
- Document complaint resolutions accurately and comprehensively, maintaining detailed records for future reference and analysis.
- Monitor complaint resolution time lines and escalate unresolved issues to appropriate levels of management for further intervention if necessary.
- Proactively identify opportunities to enhance customer satisfaction and loyalty through service improvements and process enhancements.
- Contribute to the development and implementation of training programs for staff to improve complaint handling skills and customer service standards.

Qualifications and Skills:

- Previous experience in a customer service role
- Complaint's handling experience would be advantageous
- Strong communication skills, both verbal and written, with the ability to interact professionally with customers and colleagues.
- Excellent problem-solving abilities, with a proactive and analytical approach to complaint resolution.
- Attention to detail and accuracy in documenting complaint information and resolutions.
- Ability to work collaboratively in a team environment, coordinating with various departments to address customer concerns effectively.
- Proficiency in using customer relationship management (CRM) software and other relevant tools for complaint tracking and analysis.
- Demonstrated ability to manage multiple tasks simultaneously and prioritise effectively in a fast-paced environment.
- Strong commitment to delivering exceptional customer service and maintaining customer satisfaction levels.

This role is paying £11.81 per hour and is on a temporary basis.