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Complaints Resolution Specialist

2 months ago

Leeds, Leeds, United Kingdom pyramid8 Full time
Job Title: Complaints Handler

Pyramid8 is seeking a skilled Complaints Handler to join our team. As a key member of our customer service department, you will be responsible for providing resolutions to customer queries and upholding the reputation of our clients.

We are a friendly organization that values teamwork and collaboration. The role offers a standard Monday to Friday schedule with hybrid working options. Our clients are a leading trade association in the UK construction industry, and you will be dealing with queries related to work carried out by approved providers.

Key Responsibilities:
  • Act as the first point of contact for members and their clients, providing information and referring cases to the Dispute Resolution Manager as needed.
  • Respond to email communication within the defined Dispute Resolution Service.
  • Provide support and diary management for the efficient running of the Dispute Resolution Department.
  • Process all Conduct Forms, including scanning, uploading, and preparing case files.
  • Carry out Mediation calls within the defined Dispute Resolution Service and refer escalated calls to the Dispute Resolution Manager as required.
  • Support the Dispute Resolution Manager in preparing for National Standards and Conduct Committee and National Appeal Committee meetings.
  • Prepare and send witness statements as needed.
  • Update internal spreadsheets and reports for statistical purposes.
  • Support additional Dispute Case Handlers as required and report any issues to the Dispute Resolution Manager.
  • Perform all administration tasks, including post, filing, and archiving.
  • Undertake relevant training programs.
Requirements:
  • Experience in dealing with complaints and managing difficult conversations.
  • Excellent attention to detail.
  • Negotiation and bargaining skills.
  • Ability to remain assertive under pressure.
  • Excellent understanding and experience of using Microsoft Office (Word, Excel, Outlook).

We are looking for a candidate who can provide clear and concise communication, work well under pressure, and maintain a professional demeanor in all interactions. If you have a strong customer service background and are looking for a challenging role, please apply.