Complaints Handler

Altrincham (Hybrid: 2 days in office, 3 days remote)

£27,500 per annum

Customer Service

Are you passionate about delivering exceptional customer service? We are looking for a Customer Complaints Agent to join a thriving customer support team. In this role, you will manage customer complaints, ensuring resolutions are reached efficiently and professionally, all while maintaining a high level of customer satisfaction.

This position requires someone who has excellent communication skills, a problem-solving mindset, and a customer-focused approach to helping uphold the company's reputation.

• Complaint Handling

  Manage and resolve customer complaints across various channels (email, phone, and live chat) within company policies, ensuring a timely and effective resolution.

• Investigation & Resolution

  Conduct thorough investigations into complaints, liaising with internal teams to find fair and suitable outcomes.

• Customer Communication

  Maintain clear, empathetic, and professional communication with customers, keeping them updated on progress and final resolutions.

• Record Keeping & Reporting

  Accurately document complaints, resolutions, and escalations within the company's systems to ensure compliance and continuous improvement.

• Compliance & Policies

  Ensure all complaints are managed according to internal policies, industry regulations, and legal requirements.

• Collaboration

  Work alongside colleagues in customer support, operations, and other departments to resolve complaints quickly and effectively.

• Escalation Management

  Identify complex complaints and escalate them to senior team members or management as needed to ensure appropriate resolutions.

• Customer Advocacy

  Act as the voice of the customer by providing valuable insights into recurring issues and helping to improve the overall customer experience.

• Customer Service Experience

  Strong background in customer service, with experience handling complaints and resolving conflicts.

• Excellent Communication

  Outstanding written and verbal communication skills across email, live chat, and phone, with the ability to manage difficult situations professionally and empathetically.

• Problem-Solving

  Analytical and solution-focused, with the ability to identify the root causes of complaints and implement effective solutions.

• Attention to Detail

  High attention to detail in documenting customer interactions and resolutions accurately.

• Resilience & Adaptability

  Ability to remain calm under pressure, handle challenging situations, and adapt to a fast-paced environment.

• Time Management

  Strong organisational skills, with the ability to prioritise and manage multiple complaints simultaneously.

• Tech-Savvy

  Comfortable using CRM systems, email, and chat support tools to manage customer interactions.

• Regulatory Awareness

  A solid understanding of industry regulations, data protection laws, and consumer rights is advantageous.

• Team Player

  Ability to collaborate and work effectively in a team environment.

• Financial Services Experience (Preferred)

  Experience in a financial services environment is advantageous, as it provides an understanding of regulations and customer expectations.