Complaints Resolution Specialist

3 weeks ago

Hoddesdon, United Kingdom Meridian Business Support Full time
Job Title: Complaints Resolution Specialist

Job Summary:

Meridian Business Support is working with a leading Clinical homecare company to appoint a Complaints Resolution Specialist based in Hoddesdon. The successful candidate will take the lead on complaints/concerns received into the company, launching investigations and root cause analysis to understand processes and draw conclusions from findings.

Key Responsibilities:

* Plan and prioritize allocated workloads against agreed service standards
* Take ownership for investigating, setting up, and discussing with internal and external teams to understand processes
* Competent in handling redress calls and/or transactions and resolving challenging customer communications and queries to effective resolution
* Ensure all work completed is done so in accordance with applicable regulation, procedure, and policy while utilizing judgment to resolve issues and record trends
* Resolve queries or referrals from both within and outside of the team
* Consider risk when completing daily activities
* Obtain technical knowledge from subject matter experts
* Able to embrace change while adopting a positive attitude
* Experience of working in a target-driven environment centered on customer delivery
* Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing
* Understanding numerous/complex customer administration processes and policies
* Experience of working in a customer-facing/engagement environment and resolving customer complaints

Requirements:

* Proven experience in complaint management from either a FMCG, medical, or Hospital environment or regulated investigations background
* Understand PSirf or similar regulated frameworks
* Solid understanding of corrective and preventive action plans alongside a clear communication and data-driven mind

What We Offer:

* Salary: up to £34k – dependant on experience
* Hybrid Role
* Monday to Friday 9am till 5.30pm
* Benefits: Bonus scheme, Employee assistance, Excellent training & development programmes

Apply Today:

If you are a motivated and experienced professional looking for a new challenge, please apply today and a consultant will be in touch with you.

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