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About the role:
Our Complaints team is looking for an enthusiastic, highly-organised, and detail-oriented person to play an active role in the quality assurance and customer service of our growing company.
As a Complaints Handler, you will report into our Complaints Manager and your primary responsibility will be managing complaints from our customers. You'll act as a key person for ensuring complaints are acknowledged promptly and handled professionally. Your excellent problem-solving skills will be crucial, as you thoroughly investigate issues, liaising with both clients and internal staff.
Your focus will always be on resolving customer issues efficiently, within SLAs, while maintaining a strong emphasis on customer resolution and retention.
Regular communication with the management team will also be part of your role, providing them with updates on progress. You'll also be responsible for root-cause analysis, quality control, and cooperation with regulatory bodies. Additionally, you'll contribute to continuous improvement efforts by providing feedback on how we can improve internal processes within the company to provide a better service for our customers.
This role is perfect for someone who thrives in a fast-paced environment and has a solution-focused approach.
What your role will look like:
路 Receive and acknowledge all complaints in line with our Complaints Procedure and regulatory deadlines.
路 Thoroughly investigate all complaints through discussion with the customer and appropriate internal staff.
路 Resolve all complaints in a timely manner focused on client resolution and retention
路 Liaise with Customer Care Team Shift Managers and our Service Provider Business Partner to investigate and resolve complaints.
路 Through complaint investigation and analysis you will provide feedback to management on how we can develop service delivery to improve customer satisfaction.
What you bring:
路 Complaints handling/Customer service experience desired but not essential.
路 Ability to follow policies, processes and training.
路 Ability to explain/rationalise and redress, based on customer impact.
路 Ability to manage a varied workload with fixed deadlines.
路 Excellent attention to detail and ability to review situations holistically.
路 Strong working knowledge of Excel, Word and Outlook and willingness to learn and utilise several systems.
路 Excellent verbal and written communication skills.
Benefits:
路 Company events
路 Company pension
路 Free on-site parking
Schedule:
路 8 hour shift (Between 8am - 5pm)
路 Monday to Friday
路 No weekends
Work Location: Knutsford, Cheshire WA16 8RB
