Complaint Co-ordinator

2 months ago

Leicester, United Kingdom IOSH Full time

About the role


We are looking for a problem-solving guru with a passion for customer satisfaction and a knack for turning challenges into opportunities, to join us as a Complaint Co-ordinator.

In this newly created role, you'll be the linchpin in our mission to resolve customer complaints swiftly and effectively. You will take charge of documenting complaints, conducting thorough investigations, and coordinating with various departments to ensure every issue is resolved to our customers' satisfaction. Your keen eye for detail and exceptional communication skills will be vital in analysing complaint trends and recommending improvements to enhance our customer experience.

Day-to-day you’ll manage customer complaints across phone, email, and social media, co-ordinate in-depth investigations and be meticulous in documenting every interaction and resolution, keep customers informed and address their concerns with empathy and strive for continuous process improvement. Identifying common themes and mitigating future occurrences will be vital to drive down complaints and improve overall satisfaction.

Be a part of a dynamic team where your contributions directly impact customer satisfaction and business success. You’ll work in an environment that values integrity, excellence, and flexibility, with ample opportunities for personal and professional growth.

What you'll bring

You'll have previous experience of working in a customer service complaint handling role, possess a good understanding of customer service systems and processes, along with best practice for receiving, reviewing, and resolving customer complaints in an effective and timely manner.

You'll use your excellent communication and collaboration skills to investigate and resolve complaints promptly to reach the desired resolution. Being logical and a stickler for detail and process will serve you well in this role. Experience of managing databases or registers is advantageous.

Essential criteria

Experience in a customer service complaint handling role, preferably in a multi-channel environment. Excellent accuracy and meticulous attention to detail. Experience collaborating with cross-functional teams to resolve issues and improve processes. Familiarity with administrative tasks, such as maintaining records and producing reports.

What's in it for you?

We support our colleagues to bring their best selves to work, so they can deliver exceptional outcomes. We do this by offering a comprehensive benefits package, including:

Hybrid working and flexibility to ensure a positive work-life balance 25 days annual leave (plus bank holidays) increasing with length of service, with the option to buy more Private medical insurance and healthcare cash plan covered by IOSH Salary sacrifice pension scheme, minimum of 3% employee contribution whilst IOSH contribute 5% Individual performance related pay scheme Up to five paid volunteering days per year Employee Assistance Programme to support you and your dependent's wellbeing

About us

The Institution of Occupational Safety and Health (IOSH) is the world’s Chartered body for safety and health professionals.

We understand that diversity of thought, culture, perspective, and background is essential to our vision. We believe in creating a personal environment where everyone is treated as they wish to be treated. At IOSH, you can be yourself, no matter who you are.

We are proud to be a disability confident employer, and guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy.

Find out more about how we advocate for, and support health and safety professionals worldwide to create a safer and healthier world of work by visiting .

How to apply
To apply, you'll need an up to date CV and some additional time to complete the application questions so we can find out more about you and your experience. Just click on the apply button below.

If you want to find out more about IOSH please visit our website, have any queries about the role or recruitment process or require additional adjustments to enable you to apply, please reach out to .

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible to avoid disappointment.

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