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Complaint Resolution Specialist

2 months ago

Newport, Newport, United Kingdom Candidate Source Full time
Complaint Handler Job Description

We are seeking a skilled Complaint Handler to join our team at Candidate Source. As a Complaint Handler, you will play a crucial role in resolving customer complaints in a fair and timely manner.

Key Responsibilities:
  • Take ownership of a pipeline of cases from start to resolution, ensuring that each case is thoroughly investigated and resolved to the customer's satisfaction.
  • Log new complaints, load customer cases onto the client system, and ensure all details are entered correctly.
  • Make outbound calls and write to customers, dealers, motor manufacturers, and senior customers within major motor brands to gather information and facts to support each complaint case.
  • Balance priorities between complaint cases, emails, telephone calls, and take escalated calls from contact centre colleagues.
  • Deliver fair outcomes for both customers and the business, ensuring that each case is resolved in a way that is fair and reasonable.
  • Liaise with customers over the phone to provide support and updates on proceedings.
  • Check if the client is liable for the issues and decide on a support plan for the customer.
  • Take responsibility for queries/issues through to resolution.
  • Write templated outcome letters to the customer.
  • Manage expectations of all internal and external customers.
Requirements:
  • Previous experience within financial services complaints is essential.
  • Previous telephony call handling experience is essential.
  • Proactive and confident handling multiple workstreams.
  • Strong attention to detail.
Working Hours and Location:

37.5 hours a week, Monday to Friday, between the hours of 8:30am-6pm. You will get a 30-minute break each day, on top of the working hours. The role is based in Newport, with parking available on site.

Training and Development:

Once you pass accreditation (around 2 months), you will be able to work on a hybrid basis with 2 days in the office each week.

We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.