Complaints Resolution Specialist

3 months ago

Glasgow, United Kingdom HarperCollins Full time

**Job Purpose**

As a Complaints Resolution Consultant, you will play a crucial role in ensuring customer and client satisfaction by managing and resolving complaints in a timely and professional manner. You will investigate complaints thoroughly and implement solutions to address underlying issues. By providing guidance, and implementing best practices, you will strive to enhance customer and client experience and maintain the reputation of our business.

**Key Responsibilities/Accountabilities**
- Investigation and resolution of client and customer complaints, ensuring clear communication and follow-up throughout the process.
- To take responsibility for the facilitation of complaints, ensuring key stakeholders are informed of the complaint and outcome.
- Resolve complaints within agreed SLAs and communicating effectively to Clients & Customers.
- Liaising with staff within each department and any external bodies, ensuring company policies and complaint processes are followed.
- Monitor the progress of complaint resolutions, escalating complex issues as necessary to ensure timely resolution.
- Identify recurring issues to proactively address root causes and prevent future complaints.
- Identify areas for improvement and drive change to enhance performance.
- Foster a collaborative environment to enhance data sharing and cross functional communication.

**What you’ll bring**
- Ability to prioritise and working to tight deadlines
- Passion to deliver excellent customer service consistently
- Taking the initiative and playing an active role in change
- Communication at all levels
- Self-motivated with a positive outlook
- A desire to support and develop
- Well-developed interpersonal skills
- Influencing and negotiation skills - ability to persuade others through knowledge and enthusiasm
- Flexible, reliable and patient
- Excellent organisational and time management skills
- Ability to work well under pressure

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

**Benefits**:

- Additional leave
- Bereavement leave
- Canteen
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Employee mentoring programme
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Application question(s):

- Please advise your salary expectations & notice period.

Work Location: In person

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