Customer Complaints Handler

6 months ago

Norwich, United Kingdom Epos Now Full time

**About the Role**

As a Complaints Agent you will be responsible for the successful handling of customer complaints in the business, utilising retention methods to mitigate dissatisfaction and increase customer retention. You will serve as the owner for customers who have raised a complaint with our products or services. You will play a critical role in addressing customer complaints promptly and effectively, aiming to resolve issues and restore customer satisfaction. This role requires strong communication skills, empathy, problem-solving abilities, and a commitment to providing exceptional customer service.

**Key Responsibilities**
- Ensuring throughout the complaint process we handle the customer with care and follow all applicable processes. Complaints give us an opportunity to work with the customer to find a resolution.
- Listen actively to customers, empathize with their concerns, and demonstrate a genuine desire to assist and resolve their issues.
- Request feedback from the customer once the complaint is handled Complaints fully investigated and moved to investigation complete stage within 24 hours of assignment at which point we are ready to deliver a complaint outcome to the customer.
- Each complaint requires a “Discovery Call” attempt to ensure the complaint information we have is accurate and give the customer the opportunity to expand further. This is also an opportunity to build rapport with the customer and reassure them we are there to help.
- Collaborate with internal teams (e.g., technical support, sales, operations) to address complex issues and ensure timely resolution. Exercise sound judgment and problem-solving skills to resolve complaints within established guidelines and policies.

**Key Skills**
- Resilience
- Empathetic
- Rapport Building
- Ownership
- Accuracy

**What are the next steps?**

**Salary**: From £26,000.00 per year

**Benefits**:

- Company pension
- Referral programme

**Experience**:

- Complaints: 1 year (required)
- Salesforce: 1 year (preferred)

Ability to Commute:

- Norwich, NR4 6DJ (required)

Work Location: In person

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