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Complaint Resolution Specialist

2 months ago

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

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

Key Responsibilities:
  • Manage a pipeline of cases from start to resolution, ensuring all details are accurately recorded and communicated to customers.
  • Log new complaints and load customer cases onto our client system, ensuring all information is entered correctly.
  • Conduct outbound calls and correspondence with customers, dealers, motor manufacturers, and senior customers to gather information and facts to support each complaint case.
  • Balance priorities between complaint cases, emails, telephone calls, and escalated calls from contact centre colleagues.
  • Deliver fair outcomes for both customers and the business, ensuring all parties are satisfied with the resolution.
  • Liaise with customers over the phone to provide support and updates on proceedings, ensuring clear communication and transparency.
  • Investigate and resolve customer queries and issues, taking responsibility for queries through to resolution.
  • Collaborate with internal teams to ensure effective communication and resolution of customer complaints.
What You'll Need:
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
  • Strong problem-solving and analytical skills, with the ability to investigate and resolve complex customer complaints.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple cases simultaneously.
  • Strong attention to detail, with the ability to accurately record and communicate customer information.
  • Ability to work collaboratively as part of a team, with a customer-centric approach.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for career development and growth within our company.
  • A dynamic and supportive work environment.
  • The chance to make a real difference in the lives of our customers.