Complaints Coordinator

Our aim is simple: to reduce language barriers. Founded over 20 years ago, DA Languages provides language services to both the public and private sector. With a dedicated team and an ever-expanding customer base, we are considered one of the most trusted and reliable language service providers in the UK.

Due to expansion and the upcoming of new contracts we are currently looking for a VOC - voice of the customer executive to assist in continuing to expand an already successful Client Account Team.

The role of the VOC will require an ability to prioritise a varied workload and solve problems, processing client queries and complaints. It is essential that you also have a good telephone manner and can always communicate professionally. Experience in complaint handling is desirable but not required.

**Main Duties Include**
- To be responsible for investigation, resolution and reporting of all customer related complaints.
- To manage the resolution of customer complaints, within given timescales.
- Escalating and resolving areas of concern as raised by clients.
- Carrying out client satisfaction surveys and reviews.
- Managing clients’ expectations
- Delivering linguists’ retraining where necessary
- Providing data and complaint trends and communicate lessons learnt to the Client Relationship Manager and senior colleagues.
- Achieving department targets and KPI’s.
- Monitoring company performance against service level agreements and flagging potential issues.
- Liaising with internal departments to ensure client needs are fulfilled effectively.
- Using in house system
- Using excel to generate reports

**Key Knowledge, skills required**
- Excellent customer service skills
- Excellent oral and written communication skills
- Problem-solving skills
- Good knowledge of Outlook, Excel, Word.
- Work as part of a team and independently
- Ability to take instruction and carry out tasks efficiently and to a high standard

**What’s in it for you?**
- Career progression opportunities in a fast growing business
- Flexible working post-training (4 days a week in office, 1 day at home)
- 22 days annual leave plus bank holidays, this increases with your service
- Enhanced Maternity and Paternity Pay
- Employee referral scheme and bonuses
- Free breakfast, fresh fruit and tea & coffee provided daily
- Part of Manchester Liftshare Community platform
- Exclusive access to PerkBox, a portal that offers retail discounts for stores such as ASOS, H&M, Adidas and freebies such as free drinks at Café Nero, learning perks, insurance savings and discounted gym memberships. Gain access to wellness resources such as online workouts and yoga, meditations, and hypnotherapy sessions
- Internal employee recognition schemes such as employee of the month and end of year awards
- Employee Assistance Program providing up to 4 sessions of structured counselling and access to a variety of wellbeing resources including webinars, Health Checks, and podcasts
- Social events and regular engagement activities, such as Christmas and Summer parties, in office events and competitions

Applicants must be UK residents and possess the right to work in the UK. DA Languages is committed to the elimination of discrimination, be it direct or indirect, and will actively work with our staff and clients to ensure the equality of treatment for all, irrespective of age, gender, marital status, race, ethnic origin, nationality, disability, sexuality, or religion.

Please note, a passed DBS check is required for the role.

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

**Salary**: Up to £24,500.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Referral programme
- Store discount
- Transport links
- Work from home

Schedule:

- Monday to Friday

Application question(s):

- This role is hybrid, with four days in the office and one day working from home. Please confirm your happy to proceed on this basis?

Work authorisation:

- United Kingdom (required)

Ability to Commute:

- Stretford (required)

Work Location: In person