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Our client is looking for an experienced customer service individual, who has previous experience of handling and responding to escalated queries and complaints.
This role offers a basic salary of £27k plus an attractive benefits package, and remote working.
Please be advised this remote working includes one day a month in the office, so you must be able to travel to Leatherhead, Surrey and be within a realistic journey time.
The Role:
- Reporting to the Complaints Manager, you will manage the resolution of customer complaints, ensuring regular updates throughout the process.
- You’ll be responsible for the investigation, resolution and reporting of customer complaints, gathering appropriate documentation and recording information correctly.
- You'll work as part of a team, managing your own caseload from initial contact through to resolution.
You will also:
- Investigate and resolve complaints using defined policies and procedures.
- Action daily and monthly reports.
- Progress complaints within agreed timescales, recording information relating to the complaint accurately.
- Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.
- Provide a service that delights the customer, ensuring that they are satisfied with the outcome.
The Individual:
- You will thrive in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference.
- You'll have a customer centric approach and the ability to develop rapport with customers and colleagues across the business.
- Previous experience within a customer service / complaints handling role within a regulated environment.
- The ability to write bespoke letters and emails, demonstrating an excellent command of spelling and grammar as well as clearly articulating key points of your investigation.
- You should be able to listen and understand issues, maintaining accurate details.
- You’ll be analytical, demonstrating how you can identify trends and improvements.
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Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
