Complaints Handler

2 weeks ago

Bristol, United Kingdom Markerstudy Full time

Overview:
**Complaint Handler**

**Role Profile**

The Complaint Handler supports the operation to deliver high levels of performance by providing exceptional customer service to complaint customers, whilst working to business and team targets.

**Responsibilities**:
**Key Responsibilities**
- Provide exceptional internal and external customer service to complaint customers
- Manage a varied workload of informal and formal complaints; FOS complaints and FOS case file requests
- Manage individual and team caseloads within business and FOS guidelines/ deadlines
- Confident in gathering information and formulating this in a written format
- Have the skills to identify the root cause of a complaint and ensure that the correct action is taken to prevent similar complaints in future
- Consistently achieve targets in line with key performance indicators, call monitoring standards and quality and compliance.
- Identify appropriate opportunities to offer additional products and services to customers
- Ensure our customer’s needs are identified and fulfilled appropriately
- Demonstrate a thorough understanding of our products and procedures ensuring our customers are given accurate information at the earliest opportunity
- Organise own workload to ensure customer needs and business targets are met
- Update business systems to ensure accurate records are held
- Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
- Act as a referral point to enable Team Leaders to competently handle informal complaints
- Coach front-line agents through floor walking or one-to-one coaching to minimise complaint volumes/redress
- Undertake any other duties as reasonably requested.

Qualifications:
**Required**:

- Excellent verbal and written skills
- Educated to a minimum of GCSE level
- Ability to work in a team environment
- Proficient in MS Office
- Ability to build rapport and maintain positive relationships with all levels of business
- Ability to influence at leadership level
- Responds positively to change
- Experience of managing own time
- Knowledge of regulated environment
- Ability to coach skills and behaviours

**Desired**:

- Ability to deliver feedback to drive performance improvement
- Ability to monitor customer facing activity and feedback
- Ability to design and deliver quality initiatives
- Possess an in-depth knowledge of an Operational business area

**What are we doing to help us build a thriving, inclusive community?**

Our ambition is to build a more diverse, equal and inclusive workplace for everyone and we have a mission statement in place to reinforce our commitment. However, that’s the easy part

Our key challenges are
- How we continue to nurture positive behaviours in our own culture to foster healthy, happy and collaborative colleagues where performance is recognised and differences celebrated.
- How we strive to build our own internal community to better reflect the diverse communities we serve.

To help us achieve this, we have recently established an employee network called **#WeAreMarkerstudy** - a body of proactive colleagues with diverse interests and experiences, who have volunteered themselves to be part of a driving force for positive change.

Change won’t happen overnight or without the support of our colleagues, but we are now in a good position to make realistic and manageable plans in order to see them flourish in the future.

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