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Complaint Resolution Specialist

2 months ago

Liverpool, Liverpool, United Kingdom Michael Page (UK) Full time

About Our Client

Our client is a leading recruitment agency, Michael Page (UK), with a strong reputation for delivering high-quality staffing solutions across the UK.

Job Summary

  • Manage and resolve customer complaints in a professional and timely manner, ensuring a high level of customer satisfaction.
  • Develop and implement strategies to reduce the number of complaints, improving overall customer experience.
  • Collaborate with the property team to address underlying issues leading to complaints, promoting a proactive approach to customer service.
  • Provide regular reports on complaint trends and resolution outcomes, informing business decisions and driving continuous improvement.
  • Contribute to the development of customer service standards, ensuring alignment with company values and objectives.
  • Stay up-to-date with relevant regulations and laws relating to customer complaints handling, ensuring compliance and minimizing risk.
  • Participate in training and development activities as required, enhancing skills and knowledge in customer service and dispute resolution.

Key Responsibilities

  • Investigate and resolve customer complaints in a fair and timely manner, ensuring a high level of customer satisfaction.
  • Develop and maintain effective relationships with customers, stakeholders, and internal teams, promoting a collaborative and supportive work environment.
  • Identify and implement process improvements to reduce the number of complaints, improving overall customer experience.
  • Provide regular feedback and coaching to team members, promoting a culture of continuous learning and improvement.
  • Stay up-to-date with industry trends and best practices in customer service and dispute resolution, applying knowledge to drive business growth and improvement.

Requirements

  • A strong understanding of customer service principles and practices, with experience in managing and resolving customer complaints.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, stakeholders, and internal teams.
  • A solution-focused approach and the ability to problem-solve effectively, with a strong attention to detail and analytical skills.
  • Knowledge of regulations and laws relating to customer complaints handling, with the ability to stay up-to-date with changes and developments in the industry.

What We Offer

  • A competitive hourly rate and the opportunity to work with a leading recruitment agency, Michael Page (UK).
  • A supportive and collaborative team environment, with opportunities for professional development and growth.
  • The chance to make a real difference in the lives of our clients and candidates, delivering high-quality staffing solutions and exceptional customer service.