Customer Complaint Agent

**We are currently recruiting for Customer Complaint Agents to join our busy Customer Relations Team based out of our Walsall office.** Working for CET is many things - exciting, challenging, rewarding, occasionally frustrating, - but it’s never dull. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community. **Essential - You MUST HAVE at least 2 years complaint management experience in a regulatory complaints environment to be considered for this role.** **Start date** - Monday 30th September 2024 **Salary**: £26,000 **Shifts**: - Monday - Friday between the hours of 8.00am - 6.00pm, with a 30-minute unpaid lunch each day. - You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (office days will be Tuesday, Wednesday and with all other days to be worked from home) **Mandatory Training Period (3 weeks)** You will be required to attend a mandatory full-time training period for 3 weeks upon joining which will be at our Walsall 0ffice. This training is critical to your success in the role of a Customer Relations Executive as such the Company reserve the right to terminate your employment if you fail to fully attend any of these important sessions. Training will be undertaken for 40 hours per week as follows; Weeks 1,2 and 3 - Monday to Friday - 8.30 am to 5.00 pm with a 30- minute unpaid lunch break and two 15-minute paid breaks each day. **Main purpose of the role**: - Complete detailed investigations working with stakeholders to gather information to make decisions to resolve complaints. - Work delegated complaints including sending regulatory letters in a timely manner. - Work non-delegated complaints liaising with the customers, clients and network managers. - Manage CEO, escalated and social media complaints in a timely manner through to resolution and manage stakeholders accordingly. - Create accurate records ensuring all elements of the complaints are logged. - Keep the customer updated at every stage of the complaint journey and to use empathy and understanding of their circumstances. - Be a champion of excellent customer service, be that directed at client, customer or supplier. - Maintain a strong knowledge of the client specific procedures and policies. - Fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to this. - Liaise effectively with all departments to identify and investigate the complaint. - Liaise effectively with clients and network managers to ensure effective resolution of complaints. - Work pro-actively providing feedback where internal policies and procedures are not being adhered to. - Work to agreed KPI’s, exceeding them where possible. - Manage and prioritise own workloads, escalating where appropriate but making own decisions to resolve the complaints. - Understand GDPR regulations and ensure that, at all times, the regulations are adhered to. - Proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your Manager. **What you will have**: To be a brilliant Customer Relations Executive you should be able to; - Evidence of working in a complaint’s role, managing complex complaints. - Demonstrate investigation skills and knowledge of complaints process. - Stakeholder management. - Preferred experience in a regulated, insurance environment. - Decision making and problem solving. - Good time management skills. - Prioritisation skills. - Negotiation and influencing skills. - Excellent telephone manner. - Excellent communication skills both written and verbal. - Able to work under pressure and to meet deadlines. - Must be able to "hit the ground running". **About us** We are not a sales focused environment we are completely focused on the customer journey. We deal with customers that are experiencing a home emergency on behalf of well-known insurers. Working within a fast-paced environment, you will be dealing with a variety of customer complaints and will be responsible for the customers end-to-end journey throughout the complaint handling process. Additional benefits CET can offer you can be found on our careers page - We all have different skills here at CET and that’s what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future_