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Complaint Advisor

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Stevenage, United Kingdom Talent Finder Full time

**Complaint Advisor | Stevenage, Hertfordshire | Monday to Friday 9.00am - 5.00pm | £24,000 basic, increasing to £24,806 per year after the initial qualifying period**

Our client is the UK’s trusted online recommendation website. They are a well-established, growing, member-focused tradesman’s website and a household name.

You will be liaising with customers to understand their complaints/reviews/enquiries and ensure speedy resolution whilst delivering the best customer experience. You will be working in the complaints team with a manager to report to within an office environment.

**What can you expect in return?**
- The chance to join a well-established company, who is a household name
- To join a friendly, highly motivated team
- To showcase your knowledge and skill set
- Full training will be provided

**Are you the right person for the job?**
- Minimum grade C in GCSE Maths and English
- Previous experience in a complaint handling environment
- Exceptional communication and problem-solving skills
- Ability to remain calm under pressure
- Inquisitive, a good listener and a resolution provider
- Tactful and yet assertive, with strong negotiation skills
- Ability to work to deadlines
- Ability to always remain calm and professional
- Numerate (to explain payments, financial terms etc)

**What will your role as a Complaint Advisor look like?**
- Accurate capture and registration of complaints, ensuring all internal processes and procedures are adhered to until the complaint is finalised
- Working with customers to understand complaints and ensure the right solutions are sought
- Taking ownership of the allocated cases from initial registration and keeping customer up-to-speed with progress through to finalisation
- Escalating challenging cases to Manager in a timely manner (particularly where legal advice may be required)
- Delivering a best-in-class customer experience
- Working within a team environment, building relationships and rapport with both colleagues and customers
- Ensuring compliance with appropriate legislation and regulatory bodies and adhering to company policies and procedures
- Written and telephonic liaison with various parties during the execution of duties, and tailoring our communication to the party we are liaising with

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