High Level Complaints Officer/ Handler

2 weeks ago

Manchester, United Kingdom QASSS Full time

**Role**:High Level Complaints Officer

**Location**:Manchester City Centre

**Line Manager**:Customer Experience Manager

**Status**:Full or Part Time

**Salary**:Negotiable - Guide £24,000 per year FTE

**About the Role**:
Are you a seasoned complaint management specialist? Would you like to work for a friendly, progressive company right in the centre of Manchester? Would you like to support us in delivering a world class service for a very high profile, UK client?

Our client operates 364 days of the year; therefore, our High-Level Complaints Officers will be able to offer flexibility and agility. We offer 31 days of annual leave inclusive of bank holidays, these will be pro rata depending on your regular hours.

We will supply you with everything you will need, and you will be working from our Manchester City Centre Offices.

You will also join our company at an extremely exciting time and immediately join our career pathways, where you can move higher in this role, or move into other roles such as become a Senior Dispute Resolution Officer, or a Senior Claims Officer.

**What you will be doing**:
The name probably gives it away, but there is a fair bit that goes into this role. We will be counting on you to do the following:

- Build relationships with our clients and their consumers, whilst managing complaints to an effective outcome.
- Strive to improve our clients’ reputation, acting on their behalf to resolve complaints quickly and well.
- Liaise with client departments as required for decisions or additional information.
- Liaise with installers where required, to arrange for any repair or replacement work on behalf of our clients, keeping their consumers updated at all times.
- Provide written outcomes to complaints in a highly professional format.
- Over-communicate with both consumers and our client stakeholders to ensure everyone is updated regularly on the progress of complaints.
- Represent our client as if you were an employee specifically for them.
- Perform video calling where appropriate with complainants.
- Perform vulnerability assessment testing to ensure we are identifying specialist consumer groups.
- Record, monitor and maintain all required information from clients and consumers.
- Actively listen, understand, and address all consumers and our clients in a professional manner and offer reassurance where necessary. We are the face and voice of our clients.
- Ensure as much evidence as possible is gathered as part of the complaint handling process to give us the best chance of a successful resolution.
- Using common sense and data, prioritise complaints when required, but also ensuring that we achieve all targets set by our clients.
- Give us a hand with any reporting requirements for our clients, or for our company.
- Any other reasonable management request, basically help out in other departments when things get busy, especially when we are in an ‘all hands-on deck’ time period.
- Maintain a level of professionalism and ensure confidentiality and due care is taken when dealing with clients, consumers, and any data you have access to.

**Who we are looking for**:
We operate in the home improvement and renewable energy industry. Therefore, a good start is someone coming from that background, ideally with great experience in roles providing high levels of customer service. We will consider applicants who are not from the home improvement sector if you have the will and skill to learn

From there, we are also looking for:

- Extensive complaint handling experience, covering complex complaints.
- Organised individuals: you will update the systems with all the correct information. Otherwise, we lose the magic of useful data to improve performance.
- Comfortable on camera; we like to videocall complainants, and you need to be comfortable with that scenario and dare we say, even enjoy it.
- Experience in using systems to record information, and carryout tasks. Often referred to as CRM or case management systems.
- Self-motivation and a desire to succeed. We don’t micromanage. We trust. But we know it takes motivated individuals to make that work.
- An ability to remain calm under pressure and in stressful situations. Complaints in their nature can get a bit lively, so we need you to be a person who is relaxed and can take control of such situations.
- People who have a desire to learn more. There is a lot to learn in our industry and we want people who suck up the knowledge because they enjoy it.
- People with experience of interacting with company directors and key external stakeholders such as MDs or Trading Standards, providing regular updates in relation to complaints.
- Experience with managing complaints across diverse consumer groups, including vulnerable people.
- You have very good working knowledge of Microsoft packages mainly Excel and Word. If you know Microsoft Dynamics, you will be our immediate friend

**About QASSS**:
Incorporated in 2020, QASSS Ltd is a leading

  • Complaints Handler

    1 week ago

    Manchester, United Kingdom Office Angels, UK Full time

    Legal Complaints HandlerAre you an experienced Legal Complaints Handler looking for your next opportunity? Our client, a leading full-service law firm based in the City Centre of Manchester, is seeking a talented individual to join their team. With a competitive salary, this is a permanent position that offers growth and development opportunities.As a Legal...

  • Complaints Handler

    4 weeks ago

    Manchester, United Kingdom Page Personnel Full time

    Opportunity to work for a leading Retail company - Excellent benefits **About Our Client**: Our client is a leading fashion retailer with a great reputation on the market. They are looking for Complaints Handlers to join the team, as they are going through a period of growth and are looking to expand the team. This role offers excellent career progression,...

  • Complaints Handler

    1 day ago

    Manchester, United Kingdom Office Angels Full time

    Legal Complaints Handler Are you an experienced Legal Complaints Handler looking for your next opportunity? Our client, a leading full-service law firm based in the City Centre of Manchester, is seeking a talented individual to join their team. With a competitive salary, this is a permanent position that offers growth and development opportunities. As a...

  • Executive Complaints Handler

    7 days ago

    Manchester, United Kingdom Markerstudy Full time

    Overview: **Job title**: Executive Complaints Handler **Locations**: Manchester or Tunbridge Wells (hybrid working) **Role overview** Markerstudy Group have an exciting opportunity for an Executive Complaints Handler to join the team on a permanent basis. Markerstudy is a leading provider of private insurance in the UK, insuring around 5% of the private...

  • Complaints Handler

    2 weeks ago

    Manchester, United Kingdom Office Angels Full time

    Legal Complaints HandlerAre you an experienced Legal Complaints Handler looking for your next opportunity? Our client, a leading full-service law firm based in the City Centre of Manchester, is seeking a talented individual to join their team. With a competitive salary, this is a permanent position that offers growth and development opportunities.As a Legal...

  • Legal Complaints Handler

    2 weeks ago

    Manchester, United Kingdom Medlock Partners Full time

    Complaints Handler 4 days office based/ 1 from home Permanent Are you passionate about resolving client complaints? Our esteemed legal client is currently seeking a highly skilled Complaints Handler to bolster their Risk & Compliance department. Efficiently addressing client complaints with precision and timeliness. Providing invaluable guidance to...

  • Legal Complaints Handler

    2 days ago

    Manchester, United Kingdom Medlock Partners Full time

    Job Description Complaints Handler 4 days office based/ 1 from home Permanent Are you passionate about resolving client complaints? Our esteemed legal client is currently seeking a highly skilled Complaints Handler to bolster their Risk & Compliance department. Efficiently addressing client complaints with precision and timeliness. Providing...

  • Legal Complaints Handler

    2 weeks ago

    Manchester, United Kingdom Medlock Partners Full time

    Complaints Handler 4 days office based/ 1 from home Permanent Are you passionate about resolving client complaints? Our esteemed legal client is currently seeking a highly skilled Complaints Handler to bolster their Risk & Compliance department. Efficiently addressing client complaints with precision and timeliness. Providing invaluable guidance to...

  • Complaints Handler

    3 weeks ago

    Manchester, United Kingdom Michael Page Legal Full time

    We are seeking a dedicated Complaints Handler, who will efficiently resolve customer issues within our Legal Compliance Department. This role is ideal for a detail-oriented individual, proficient in handling complaints and implementing effective solutions.Client DetailsOur client is a leading player in the legal industry, boasting a large team of experts...

  • Complaints Handler

    3 weeks ago

    Manchester, United Kingdom Michael Page Legal Full time

    We are seeking a dedicated Complaints Handler, who will efficiently resolve customer issues within our Legal Compliance Department. This role is ideal for a detail-oriented individual, proficient in handling complaints and implementing effective solutions.Client DetailsOur client is a leading player in the legal industry, boasting a large team of experts...

  • Complaints Handler

    2 weeks ago

    Manchester, United Kingdom Office Angels, UK Full time

    Legal Complaints HandlerAre you an experienced Legal Complaints Handler looking for your next opportunity? Our client, a leading full-service law firm based in the City Centre of Manchester, is seeking a talented individual to join their team. With a competitive salary, this is a permanent position that offers growth and development opportunities.As a Legal...

  • Legal Complaints Handler

    2 weeks ago

    Manchester, United Kingdom Michael Page (UK) Full time

    Our client is a leading player in the legal industry, boasting a large team of experts across multiple locations. Known for delivering high-quality services, the company has a stellar reputation for its commitment to client satisfaction and professional growth of its employees. Handle and resolve customer complaints in a professional manner Work...

  • Complaints Handler

    1 week ago

    Manchester, United Kingdom Page Personnel - UK Full time

    Opportunity to work for a leading Retail company - Excellent benefits **About Our Client**: Our client is a leading fashion retailer with a great reputation on the market. They are looking for Complaints Handlers to join the team, as they are going through a period of growth and are looking to expand the team. This role offers excellent career progression,...

  • Complaints Handler

    4 weeks ago

    Manchester, United Kingdom Page Personnel - UK Full time

    Opportunity to work for a leading Retail company - Excellent benefits **About Our Client**: Our client is a leading fashion retailer with a great reputation on the market. They are looking for Complaints Handlers to join the team, as they are going through a period of growth and are looking to expand the team. This role offers excellent career progression,...

  • Legal Complaints Handler

    1 week ago

    Manchester, United Kingdom GIA Consultancy Limited Full time

    Legal Complaints Handler An exciting opportunity has arisen for an ambitious Complaints Handler with experience within the legal profession. Working alongside the head of Risk & Compliance, supporting a firm with over 700 employees based in offices throughout the UK to manage client complaints. The aim is to bring all complaints to a satisfactory...

  • Complaints Handler

    4 weeks ago

    Manchester, United Kingdom Page Personnel - UK Full time

    6 month FTC role with the possibility of getting extended - Great working patterns and culture **About Our Client**: Our client is a robust entity within the financial services sector, boasting a substantial staff size that spans across multiple locations. They are renowned for their commitment to excellent customer service and their dedication to providing...

  • Complaints Handler

    1 week ago

    Manchester, United Kingdom Office Angels Full time

    Customer Service - Customer Service Advisor Are you an experienced Legal Complaints Handler looking for your next opportunity? Our client, a leading full-service law firm based in the City Centre of Manchester, is seeking a talented individual to join their team. With a competitive salary, this is a permanent position that offers growth and development...

  • Complaints Handler

    1 week ago

    Manchester, United Kingdom Ambipro Limited Full time

    Our client is seeking a Complaints Handler to join the Risk & Compliance department, based in their Manchester office. The successful candidate will manage client complaints, bringing them to a conclusion with a satisfactory resolution in a timely manner. Candidates must have the following experience and knowledge to be considered for this role: *...

  • Complaints Handler

    1 day ago

    Manchester, United Kingdom Ambipro Limited Full time

    Our client is seeking a Complaints Handler to join the Risk & Compliance department, based in their Manchester office. The successful candidate will manage client complaints, bringing them to a conclusion with a satisfactory resolution in a timely manner. Candidates must have the following experience and knowledge to be considered for this role: *...

  • Mortgages Complaints Handler

    7 days ago

    Manchester, United Kingdom Deloitte - Recruitment Full time

    This is a remote position.THE ROLE Role: Mortgages Complaint HandlerStart Date: 3/06/24End Date: 3/12/24 (likelihood of extension)Location: Remote, with occasional travel to Manchester  We are currently looking for a Complaint Handlers to work in a results orientated, quality controlled environment where being able to work with a high level of...