Customer Relations Case Handler

5 months ago

Belfast, United Kingdom Capita Personal Independence Payment (PIP) Full time

**Company Description**
Do you have a Passion for Customer Service? Are you results driven? Do you want to be in a Customer Focused Team? If Yes then this is the role for you.

The Customer Relations Case Handler will report to the Customer Relations Team Leader. The position holder will be responsible for receiving, investigating and responding to complaints within contractual service levels. The position holder will be an integral part of the Business Assurance Team ensuring that claimants are provided with excellent customer service and demonstrating Capita’s commitment to fair and ethical treatment for all claimants.
**Job Description** Salary: starting at £23,400**
- Ensuring all complaints are logged accurately, acknowledged and a resolution provided in accordance with contractual service levels agreements
- Performing preliminary classification of complaints
- Escalating serious complaints in line with company procedures
- Managing their own workload to ensure that complaints are progressed within SLA
- Gathering information from other areas of the business in order to investigate complaints fully
- Resolving escalated queries before they become a complaint
- Communicating effectively both internally and externally using appropriate methods of communication
- Proactively managing claimant feedback in the interest of the business and continuous improvement
- Producing Management Information for internal customers
- Any other reasonable request that is not specified in this job specification

**Qualifications** Essential Experience/Skills**:

- Educated to a minimum of A Level standard
- A proven ability to communicate effectively
- Exceptional organisation skills, accuracy and a meticulous approach to data input
- Self-motivated with the ability to work autonomously
- Previous complaint handling experience

**Desirable/Skills**:

- Working to agreed service levels
- Experience of working in a highly confidential environment

**Personal Attributes**:

- Dedicated to providing a high level of customer service and responding to an individual’s needs
- A proven commitment to quality and continuous improvement
- Understands the potential wider impact of their decisions
- Enthusiastic, with a positive approach
- Realises the importance of empathy when handling complaints

**Additional Information**

**Benefits**:

- Starting salary £23,400
- 31 days paid holiday (23 days annual leave plus 8 statutory holidays) with the option to purchase additional holidays.
- Opportunities to progress and develop a rewarding career with a FTSE 100 company (over 70% of our managers are home-grown).
- Company matched pension (we will contribute up to 5% of your salary), life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more.
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel, and technology.
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
- Paid volunteer day.
- Employee assistance programme - 24/7 support and advice on personal or work matters.
- Picturesque, waterside location with staff canteen.

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