Complaints Officer

4 days ago

Bristol, United Kingdom Pertemps Bristol Commercial Full time

An ambitious and growing Financial Services client in the Automotive industry have a fantastic opportunity for two Customer Complaints Officers to join their friendly and busy Bristol team.- **This growing team have a vacancy for 1 permanent position and 1 fixed term contract position.**:

- **Both are full-time roles working 37.5 hours per week, Monday - Friday**:

- **Salary on offer up to £26,000 per annum (depending on experience) + fantastic benefits.**:

- **Northeast Bristol Location - Parking and bike storage available + close to bus and metro links**

**The Customer Complaints Officers role**:
Contribute to the achievement of the company's objectives, by effective management of all complaints and analysing route cause to ensure continuous improvement.
First line management of all incoming complaints within agreed service levels, regulatory requirements and in accordance with our business processes and procedures
**Overall duties for the Customer Complaints Officer include**:

- Working with all business areas and external partners to efficiently and effectively manage all formal complaints.
- Identify systemic issues and liaise with other business to improve customer experience.
- Work with line manager to further develop policy on dealing with complaints.
- Ensure all required reporting is completed in a competent and timely manner.
- Maintain an accurate record of all complaints using the company CRM system in line with company policy and regulatory requirements
- Support ongoing training requirements across the business for new and existing employees
- When required work with manufacturers and in-house Engineers to ensure the resolution of technical cases and address opportunities for process improvements

**The ideal person for the Customer Complaints Officers role**:

- Understand the need for and be able to work within legislative guidelines
- Problem solving, willing to search for alternative solutions and long term process improvements
- Proven customer facing experience
- Excellent communication skills: written and verbal
- Excellent time management, planning, organisational and delegation skills
- Proven ability to influence others and manage difficult situations
- Automotive technical knowledge would be advantageous however not essential as full training will be provided.

**In return you will receive**:
A generous contributory pension scheme
25 days holiday + Bank Holidays
Support towards your CPD certificate
Enhanced parental leave
Occupational Health Programme
Volunteering Days off work to assist in charity work/ CSR Initiatives

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