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Executive Complaints Resolution Specialist
2 months ago
Job Summary
We are seeking a highly skilled and experienced Executive Complaints Handler to join our team at Clear Business. As a key member of our customer service team, you will be responsible for resolving high-level complaints in a timely and professional manner.
Key Responsibilities
- Investigate and resolve high-level complaints in a fair and efficient manner.
- Liaise with third-party organizations to resolve complaints and ensure customer satisfaction.
- Prepare and submit case files to a high standard, ensuring all relevant information is included.
- Use negotiation skills to resolve complaints and achieve mutually beneficial outcomes.
- Implement customer remedies within agreed service level agreements (SLAs) and regulations.
- Identify trends and patterns in complaints and provide feedback to improve processes and procedures.
- Work closely with the Executive Complaints Team Manager to achieve team objectives and KPIs.
- Develop and maintain excellent working relationships with colleagues and stakeholders.
- Stay up-to-date with industry standards and regulations, including GDPR and quality standards.
Requirements
- Previous experience in investigating and resolving high-level complaints in a customer-facing role.
- Experience in liaising with third-party organizations and communicating with customers.
- Proven ability to balance customer experience with commercial considerations.
- Strong negotiation skills and ability to work under pressure.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- IT literate with excellent working knowledge of Microsoft Office and customer information management systems.
What We Offer
- A competitive salary and benefits package.
- The opportunity to work for a leading company in the industry.
- A dynamic and supportive work environment.
- Professional development and training opportunities.
- A hybrid working model with the option to work remotely.
Clear Business
We are a leading company in the industry, committed to providing excellent customer service and resolving complaints in a fair and efficient manner. We value our employees and offer a range of benefits and opportunities for professional development.
