Executive Complaints Resolution Specialist

1 week ago

Sale, Trafford, United Kingdom Clear Business Full time

Job Summary

We are seeking a highly skilled and experienced Executive Complaints Handler to join our team at Clear Business. As a key member of our customer service team, you will be responsible for resolving high-level complaints in a timely and professional manner.

Key Responsibilities

  • Investigate and resolve high-level complaints in a fair and efficient manner.
  • Liaise with third-party organizations to resolve complaints and ensure customer satisfaction.
  • Prepare and submit case files to a high standard, ensuring all relevant information is included.
  • Use negotiation skills to resolve complaints and achieve mutually beneficial outcomes.
  • Implement customer remedies within agreed service level agreements (SLAs) and regulations.
  • Identify trends and patterns in complaints and provide feedback to improve processes and procedures.
  • Work closely with the Executive Complaints Team Manager to achieve team objectives and KPIs.
  • Develop and maintain excellent working relationships with colleagues and stakeholders.
  • Stay up-to-date with industry standards and regulations, including GDPR and quality standards.

Requirements

  • Previous experience in investigating and resolving high-level complaints in a customer-facing role.
  • Experience in liaising with third-party organizations and communicating with customers.
  • Proven ability to balance customer experience with commercial considerations.
  • Strong negotiation skills and ability to work under pressure.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • IT literate with excellent working knowledge of Microsoft Office and customer information management systems.

What We Offer

  • A competitive salary and benefits package.
  • The opportunity to work for a leading company in the industry.
  • A dynamic and supportive work environment.
  • Professional development and training opportunities.
  • A hybrid working model with the option to work remotely.

Clear Business

We are a leading company in the industry, committed to providing excellent customer service and resolving complaints in a fair and efficient manner. We value our employees and offer a range of benefits and opportunities for professional development.

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