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Complaints Resolution Specialist

2 months ago

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

We are seeking a skilled Complaints Handler to join our team at Candidate Source in Newport. As a Complaints 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 all details are accurately logged and customer needs are met.
  • Make outbound calls and write to customers, dealers, and motor manufacturers to gather information and facts to support each complaint case.
  • Balancing priorities between complaint cases, emails, telephone calls, and taking escalated calls from contact centre colleagues.
  • 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.
  • Write templated outcome letters to the customer.
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:

Core hours: 5 hours a week, Monday to Friday, between 8:30am-6pm. Location: Newport. Parking is 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.

If you are interested in this Complaints Handler role and are excited to join a rewarding company and support customers through their journey, please click apply online and upload an updated copy of your CV.