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Complaints Resolution Specialist

2 months ago

Eastleigh, Hampshire, United Kingdom Workshop Recruitment Full time

Job Summary

Workshop Recruitment is seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.

Main Responsibilities

  • Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
  • Conduct investigations into complaints received and reach an outcome based on the merits of each case.
  • Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
  • Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including contractors and local authorities.

Requirements

  • Excellent written communication skills and ability to distil a message clearly and succinctly.
  • Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairly.
  • Customer focused, with a polite and empathetic telephone manner.
  • Ability to manage workload to ensure timescales are met.
  • Experience in customer service and dealing with complaints or difficult conversations.
  • A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
  • Ability to analyse complex complaints and customer feedback issues and evidence findings.

Working Hours

Monday to Friday, 37 hours per week, office hours.