Complaints Handler

4 months ago

Wolverhampton, United Kingdom SENAPT Full time

**Customer Complaint Advisor** **required (immediate start available)**

**Salary**: £24k -£28k per annum (dependent on experience)

**Hours of Work**: 40 hours per week, Monday to Friday 9am -6pm.

**Location**: Wolverhampton

A forward-thinking company, with extensive experience in the Heating and Energy Sector, strives to expand our business on a national level. Our goal is to significantly increase our turnover and establish ourselves as the foremost Energy brand in the country within the next 5 years. We specialise in providing and installing Gas Boilers, Smart Metering, Solar PV, and Batteries.

Our aim is to provide green energy to our customers with unmatched prices focusing on best possible experience for every customer.

At Tomato Homes we are currently offering an exciting new opportunity for an experienced, enthusiastic and resilient Customer Complaint Advisor to join our successful team. As a Customer Complaint Advisor, you will be responsible for investigating, resolving, and reporting our complaints in line with regulatory requirements. To be successful, you will have excellent negotiation and people skills and be able to demonstrate strong regulatory knowledge. You will need to be a self-motivated, articulate communicator, professional, having excellent IT skills.

The complaint’s function provides first-class customer service and plays a critical role in improving our products and processes throughout our customer’s journey. Therefore, we are looking for a Complaint Handler that is incredibly passionate about delivering outstanding customer service whilst remaining compliant with the regulations in place.

**Responsibilities**
- Investigating, resolving, and reporting complaints in line with regulatory requirements and guidance
- Ensure all customer complaints are dealt with effectively and in the appropriate timeframe.
- Identifying and monitoring root causes, trends and impacts of complaints, recommending remedial actions to improve processes
- Inputting of all complaints onto a CRM database accurately, ensuring that all data is correct and up to date
- To be involved in the decision-making process and being able to communicate this effectively.
- Passionate & enthusiastic, can-do attitude.
- Great organisational and multi-tasking skills, being able to independently manage weekly workload.
- Deal with all complaint cases and communicate effectively with clients over the phone and in writing in a friendly, empathetic, and professional way.
- Fully explore complaints, identify errors and resolve them to the satisfaction of all parties.
- Work efficiently to ensure a significant contribution in reducing the stock of complaints or keeping the volumes to desired target level.

**Essential Criteria**
- 2 years’ experience in a similar role.
- Extensive experience in performing complaints resolution activities.
- Strong written / report writing and verbal skills
- Data analysis and reporting skills
- Excellent professional standards - time keeping, work ethic, timely delivery, efficiency
- Ability to influence and negotiate
- Flexible and ability to prioritise workload according to challenging deadlines
- A compassionate and mature approach
- Ability to make confident decisions
- An open-minded, solutions-driven individual who is not afraid to take initiative.

If you are a career driven, customer service focused agent with complaints experience, this is the role for you

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

**Salary**: £24,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking

Schedule:

- Day shift

Ability to commute/relocate:

- Wolverhampton: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: Claimhand001

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