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If you are passionate about improving customer satisfaction through effective complaints management and service improvements, then this role is for you!
- Based in Epsom
- Up to £30,000 salary (DOE)
- Monday - Friday, 9am - 5:30pm
- Excellent benefits package
- Free parking
Job Description:
- Serve as the primary point of contact for customer complaints, ensuring they are addressed promptly and professionally to maximize first-contact resolution.
- Conduct thorough investigations into complaints, identify root causes, and draft detailed responses to maintain a fair and consistent approach.
- Create and maintain complaint reports that highlight key trends, recurring issues, and areas for service improvement.
- Perform quality assessments on complaint resolutions and customer interactions to ensure compliance with company standards and regulatory requirements.
- Provide feedback and coaching to Customer Service teams to enhance complaint-handling skills and reduce recurring issues.
- Ensure adherence to Customer First and Consumer Duty principles, embedding best practices in all customer interactions and resolutions.
- Work closely with internal stakeholders to refine processes, streamline complaint handling, and improve the overall customer experience.
- Review and enhance society communications to ensure clarity, accuracy, and compliance with regulatory expectations.
- Analyse complaints data and management information (MI) to derive insights and inform strategic decisions.
- Lead engagement meetings and share best practices with other departments to improve first-contact complaint resolution.
Person Specification:
- Demonstrated experience in customer service with a strong emphasis on complaint handling and resolution.
- Proficient in data analysis, with the ability to identify trends and generate insightful reports from customer feedback.
- Exceptional written and verbal communication skills, ensuring clear, professional, and effective complaint responses.
- In-depth knowledge of Consumer Duty regulations and customer protection standards.
- Experience in, or a willingness to learn, preparing reports, compiling complaint summaries, and presenting key insights to senior stakeholders.
- Highly detail-oriented with a proactive approach to problem-solving and service improvement.
Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!
Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.
By applying for this vacancy, you accept Optima Recruitment Limited’s Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.
Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
