Complaints Handler

**JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY ARE A PART OF.**

**Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.**
**Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.**
**Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset**

**UTILITIES COMPLAINTS HANDLER**

We are seeking a dedicated and empathetic Complaints Handler to join our existing team and manage customer complaints effectively and efficiently. The Complaints Handler will be responsible for investigating customer complaints in a timely and professional manner, ensuring a high level of customer satisfaction and retention. Along with Outbound calls to our customers regarding their existing complaint to discuss findings and come to a resolution.

**Start Date**:17th March Start Date

**Salary**: £23,445 pa + Performance Bonus

**Working hours**:37.5 hours per week, 5 days per week. Monday to Friday between 8am - 6pm.

**Where**:12 weeks office based then when you have been signed off from training option to go Hybrid 3 days office 2 from home.

**Responsibilities**:

- Investigation: Responsible for investigating, identifying, and resolving customer queries using the complaint management system.
- Customer Advocacy: Act as ambassadors for our client, ensuring that customer concerns are addressed promptly and professionally. If we’ve made a mistake, take ownership of this.
- Resolution Management: Work diligently to resolve complaints, aiming for fair and equitable outcomes for both customers and the company.
- Communication: Maintain clear and effective communication with customers and stakeholders throughout the complaint resolution process.
- Collaboration: Liaise with internal teams, including client support areas, to ensure the best experience for our clients.
- Adaptability: Ability to adapt to changing situations and learn from each complaint to improve processes.

**Role Requirements**:

- Proven experience in a Complaints role preferably in a customer centric environment.
- Excellent communication and interpersonal skills.
- Strong negotiation and closing skills.
- Ability to work independently and as part of a team.
- Goal-oriented with a drive to succeed in a competitive environment.
- Familiarity with CRM software and complaints management tools
- Persistent and resilient attitude towards rejection and challenges.
- Adaptability to quickly learn about new products and industries.
- Ability to work under pressure and meet tight deadlines.

**Benefits**:

- Comprehensive Training with experienced Trainers
- ‘Perks at work’ staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more
- Loyalty Bonus - Opportunity to earn up to £1,400 per year for your commitment to Huntswood
- Colleague Recognition Scheme - Become a Huntswood Hero
- Regular colleague engagement activities where you could earn additional incentive
- Access to an online Well-being centre that has a variety of tools to nurture your overall health
- Free Fruit, Tea, Coffee & Hot Chocolate on site
- Discounted Premium City Centre Parking
- Refer a friend scheme (earn £1000 for each person you refer)
- Mentorship program to grow and develop within the company

In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.
- Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law._

**Job Types**: Full-time, Permanent

Pay: From £23,450.00 per year

Additional pay:

- Performance bonus

**Benefits**:

- Employee mentoring programme
- Health & wellbeing programme
- Referral programme
- Store discount

Schedule:

- Monday to Friday

**Experience**:

- Complaint handling: 1 year (required)
- Contact Centre: 1 year (required)
- Customer Service: 1 year (required)

Work authorisation:

- United Kingdom (required)

**Location**:

- Glasgow G1 2RX (required)

Work Location: Hybrid remote in Glasgow G1 2RX

Expected start date: 17/