High Level Complaints Officer/ Handler

**Role**:High Level Complaints Officer

**Location**:Manchester City Centre

**Line Manager**:Customer Experience Manager

**Status**:Full or Part Time

**Salary**:Negotiable - Guide £24,000 per year FTE

**About the Role**:
Are you a seasoned complaint management specialist? Would you like to work for a friendly, progressive company right in the centre of Manchester? Would you like to support us in delivering a world class service for a very high profile, UK client?

Our client operates 364 days of the year; therefore, our High-Level Complaints Officers will be able to offer flexibility and agility. We offer 31 days of annual leave inclusive of bank holidays, these will be pro rata depending on your regular hours.

We will supply you with everything you will need, and you will be working from our Manchester City Centre Offices.

You will also join our company at an extremely exciting time and immediately join our career pathways, where you can move higher in this role, or move into other roles such as become a Senior Dispute Resolution Officer, or a Senior Claims Officer.

**What you will be doing**:
The name probably gives it away, but there is a fair bit that goes into this role. We will be counting on you to do the following:

- Build relationships with our clients and their consumers, whilst managing complaints to an effective outcome.
- Strive to improve our clients’ reputation, acting on their behalf to resolve complaints quickly and well.
- Liaise with client departments as required for decisions or additional information.
- Liaise with installers where required, to arrange for any repair or replacement work on behalf of our clients, keeping their consumers updated at all times.
- Provide written outcomes to complaints in a highly professional format.
- Over-communicate with both consumers and our client stakeholders to ensure everyone is updated regularly on the progress of complaints.
- Represent our client as if you were an employee specifically for them.
- Perform video calling where appropriate with complainants.
- Perform vulnerability assessment testing to ensure we are identifying specialist consumer groups.
- Record, monitor and maintain all required information from clients and consumers.
- Actively listen, understand, and address all consumers and our clients in a professional manner and offer reassurance where necessary. We are the face and voice of our clients.
- Ensure as much evidence as possible is gathered as part of the complaint handling process to give us the best chance of a successful resolution.
- Using common sense and data, prioritise complaints when required, but also ensuring that we achieve all targets set by our clients.
- Give us a hand with any reporting requirements for our clients, or for our company.
- Any other reasonable management request, basically help out in other departments when things get busy, especially when we are in an ‘all hands-on deck’ time period.
- Maintain a level of professionalism and ensure confidentiality and due care is taken when dealing with clients, consumers, and any data you have access to.

**Who we are looking for**:
We operate in the home improvement and renewable energy industry. Therefore, a good start is someone coming from that background, ideally with great experience in roles providing high levels of customer service. We will consider applicants who are not from the home improvement sector if you have the will and skill to learn

From there, we are also looking for:

- Extensive complaint handling experience, covering complex complaints.
- Organised individuals: you will update the systems with all the correct information. Otherwise, we lose the magic of useful data to improve performance.
- Comfortable on camera; we like to videocall complainants, and you need to be comfortable with that scenario and dare we say, even enjoy it.
- Experience in using systems to record information, and carryout tasks. Often referred to as CRM or case management systems.
- Self-motivation and a desire to succeed. We don’t micromanage. We trust. But we know it takes motivated individuals to make that work.
- An ability to remain calm under pressure and in stressful situations. Complaints in their nature can get a bit lively, so we need you to be a person who is relaxed and can take control of such situations.
- People who have a desire to learn more. There is a lot to learn in our industry and we want people who suck up the knowledge because they enjoy it.
- People with experience of interacting with company directors and key external stakeholders such as MDs or Trading Standards, providing regular updates in relation to complaints.
- Experience with managing complaints across diverse consumer groups, including vulnerable people.
- You have very good working knowledge of Microsoft packages mainly Excel and Word. If you know Microsoft Dynamics, you will be our immediate friend

**About QASSS**:
Incorporated in 2020, QASSS Ltd is a leading