Complaints Coordinator

6 months ago


Birmingham, United Kingdom Word360 Full time

**About Us**:
At Word360, we are dedicated to delivering exceptional language solutions and services to our clients. We are passionate about building a global brand synonymous with excellence in customer service, quality, and innovation. As the largest interpreting agency in the Midlands and the UK, we have achieved a number of accolades over the years including ‘Business of the Year’ at the Chambers of Commerce awards this year.

**Main Purpose of Job**:
**Responsibilities and Duties**

Daily monitoring and management of the Complaints Mailbox

Investigate complaint cases with all parties/stakeholders involved.

Ensure that that complainant is regularly updated on the progress of their complaint as per company SLA’s.

Respond to all complaints in adherence to Company SLA’s.

Report on the number and type of complaints to the Quality & Complaints Manager.

Analyse the root cause of complaints and identify corrective and preventative actions to the Quality & Complaints Manager.

Collaborate with other teams with agreed initiatives to prevent recurring issues.

Customer Satisfaction: Action, monitor and analyse customer satisfaction surveys and feedback.

**Skills and Attributes Required**:
Ability to successfully engage and influence customers and colleagues

Proven experience working in a pressured, fast-paced environment.

Ability to meet targets and deadlines under pressure.

Excellent organisational skills with the ability to manage a variety of tasks simultaneously.

Strong ability to prioritise tasks in order to achieve deadlines

Competence in making and maintaining accurate and timely records.

Strong verbal and written communication skills.

It is imperative to have high attention to detail and Strong problem-solving abilities.

Ability to work collaboratively in a small, highly motivated team.

Competence in using IT platforms, particularly Microsoft Excel, Outlook, etc.

Previous experience of Administration.

At least 1 year of experience in a role where complaints handling was managed

Word360 is committed to offering competitive starting salaries and access to a wide range of employee benefits, including:

- 21 days holiday per year + bank holidays + extra day off for your birthday
- An extra day’s paid holiday per year: For every year you remain part of our team, you’ll earn an extra day’s annual leave up to 5 years
- Onboarding and full training provided; We invest in continued training and annual group training to ensure you continue to be better,
- Employee awards and training and development opportunities
- Health Insurance: Also enjoy free gym memberships, free cinema tickets and lots more
- Build your career: Get out what you put in. With our growth plans, you will be constantly pushing the boundaries of your expertise.
- Cycle to Work scheme: Let us help you be part of the cycle revolution
- Work Pension
- Private healthcare
- Social events and opportunities to innovate across the business

**Join Our Team**:
If you are ready to take on a challenging and rewarding role in shaping the future of our brand and driving business growth, we want to hear from you

Word360 is an equal opportunity employer and is committed to creating an inclusive environment for all employees.

Pay: £24,000.00 per year

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Complaint handling: 1 year (required)

Work Location: Hybrid remote in Birmingham



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