Customer Complaints Advisor

2 weeks ago


Brackmills Industrial Estate, United Kingdom ACS Recruitment Solutions Ltd Full time

**Customer Complaints Advisor**

**Northampton | £11.20 per hour**

**Monday to Friday | 8AM-5PM**

**Temporary - Permanent (After 12 successful weeks)**

ACS are proud to be partnering with a reputable home improvement retailer specialising in selling supplies trade quality DIY and home improvement products across the country.

Our client is looking for a Customer Complaints Advisor to join their Customer Relations team who have experience in managing customer escalations or complaints.

This is a brilliant career opportunity for anyone who possess fantastic customer service skills

**Duties**:

- To be responsible for the management of customer complaints in a timely manner
- Carrying out proactive customer contact by telephone throughout the complaint journey whilst ensuring all relevant information is obtained and the customer is updated throughout
- To investigate complaints thoroughly to meet excellent quality standards ensuring all systems are checked for key information
- Proactively contacting and managing stakeholders to discuss the customer concerns and to discuss appropriate steps to fix, resolve and finalise the issue
- To calculate compensation and goodwill gestures based on your investigation
- Experience within a similar complaints / escalation position
- Desirable but not essential knowledge of Section 75, FHIO or FOS complaints
- Be able to manage a high volume of complaint calls at various stages of completion



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