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Complaints Resolution Specialist

2 months ago

Swansea, City and County of Swansea, United Kingdom ENGINEERINGUK Full time
{"Job Title: Complaints Advisor

About the Role
At ENGINEERINGUK, we're looking for exceptional individuals to join our team as Complaints Advisors. With your knowledge, efficiency, and passion for doing the right thing, you will respond to and resolve complaints on first contact, building trust and letting our customers know that we are always there for them.

Key Responsibilities
  • Investigate, research, and respond to all incoming complaints and claims, primarily by phone, but also in writing
  • Evaluate the importance of the complaint or claim, offering suitable compensation by utilising the provided guidance tools to prevent any further complaints, while prioritising the achievement of a resolution during the initial contact
  • Use your initiative to recognise areas of improvement and provide feedback on any trends to management
  • Be diligent in your approach to complaint handling, striving to protect the Virgin Atlantic brand and retain customer confidence
  • Handle specialist correspondence such as EC Care, Personal Injury, and Baggage claims
  • Look to resolve issues at the source to prevent repeat complaints and continuously improve our services

What We're Looking For
  • A great phone manner, with confidence in picking up the phone and discussing customers' complaints openly with them
  • The ability to negotiate and objectively assess a situation to bring it to a satisfactory close for both the customer and the business
  • A drive to resolve complaints upon first contact and fix problems at their root cause
  • Experience in complaint handling and/or airline knowledge would be advantageous
  • Intermediate proficiency in using laptop computer systems and navigating various software applications

Our Culture
We're committed to creating an environment where everyone feels they belong. Our four employee networks are employee-led communities where our people can connect, celebrate and support each other. The networks work together to raise awareness of Diversity, Equity, and Inclusion across the business and, through regular conversation, inform the actions we need to take as an organisation to create an environment where everyone feels they belong.

How to Apply
Our customers come from all walks of life and so do our colleagues. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. To make your journey with us accessible and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey.