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Complaints Resolution Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom Anderson Knight Full time
Complaints Resolution Handler

Anderson Knight is seeking a part-time Complaints Resolution Handler for a leading financial services organisation. The role, reporting to the Complaints Team Leader, is crucial in ensuring customer complaints are resolved in accordance with company guidelines.

Working Hours:

  • Monday to Friday: 08:00 - 20:00
  • Weekends: 09:00 - 18:00

Shifts will be allocated on a rotating basis to ensure full coverage during operating hours. Flexibility is required, and hybrid working becomes available after 5-6 weeks of training.

Key Responsibilities:

  1. Efficiently log, manage, and resolve customer complaints.
  2. Take ownership of a caseload of complaints and see them through to resolution.
  3. Adhere to internal procedures and processes.
  4. Maintain high standards of professionalism and customer service.
  5. Collaborate with internal departments to facilitate resolution.
  6. Provide regular updates to customers on the status of their complaints.
  7. Identify trends proactively and contribute to strategies to prevent future issues.

Requirements:

  1. Previous experience managing complaints from start to finish.
  2. Strong written and verbal English skills.
  3. Excellent attention to detail.
  4. Ability to build and maintain positive relationships.

Benefits:

  • 33 days holiday (25 days annual leave plus 8 public holidays).
  • Birthday day off.
  • Discretionary bonus.
  • Up to 20% pension contributions.
  • Eyecare and private medical insurance (PMI) benefits.