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COMPLAINTS HANDLER (B2B)
Salary: £25,000 - £28,000
Location: Manchester City Centre - fully onsite role
Hours: Mon-Fri (9am-5pm)
Contract: Permanent
Keywords: Customer Service, Problem Solving, Communication, Resolution Specialist, Manchester City Centre, B2B
Our client is seeking a dedicated and detail-oriented Complaints Handler to join their dynamic team in Manchester City Centre. This role offers an exciting opportunity to be the first point of contact for both clients and internal teams, ensuring the highest level of service at all times. The successful candidate will have a real focus on delivering exceptional outcomes, managing all service issues in line with company SLA's as a minimum requirement. With a competitive salary range of £25,000 - £28,000, this role is perfect for someone who thrives in a fast-paced environment and has a solution-focused approach.
What you'll do:
As a Complaints Handler, your primary responsibility will be managing day-to-day service issues across the organisation. You'll serve as the key person for receiving client service issues, ensuring that they are acknowledged promptly and handled professionally. Your excellent problem-solving skills will be put to use as you thoroughly investigate these issues, liaising with both clients and internal staff. Your focus will always be on resolving these issues efficiently, keeping the client's satisfaction at the forefront. You'll also provide regular updates to management, develop training tools to aid improvement, and maintain an understanding of our client databases and systems.
- Receive and acknowledge all client service issues in line with the complaint's procedure
- Thoroughly investigate all client service issues through discussion with the client and appropriate internal staff
- Resolve all client service issues in a timely manner focused on client resolution and retention
- Understand all our client databases and systems to adequately investigate and respond to the client
- Provide regular updates to the management team on progress
- Develop training and support tools to aid improvement
What you bring:
The ideal Complaints Handler candidate brings a 'can-do' attitude, strong time management skills, and a thirst for knowledge. Your excellent attention-to-detail and problem-solving skills will be crucial in this role, as well as your exceptional communication abilities. You're confident in managing your own time and workload, able to challenge and influence at a senior level when necessary. A solution-focused approach is key; you'll keep clients updated throughout the resolution process, going above and beyond to resolve quickly and efficiently within SLA.
- Excellent attention to detail and problem-solving skills
- Exceptional communication skills, both written and verbal
- Previous experience dealing with complex complaints
- Previous experience dealing with B2B
- Ability to challenge and influence at a senior level
- Solution-focused approach with ability to keep clients updated throughout resolution process
- Collaborative mindset with experience conducting regular meetings across business units
What sets this company apart:
This is a fantastic multi award-winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors. The office is fast-paced and busy, looking for colleagues who have a positive and results-focused attitude. Through training and development, they make sure that everyone who works here has the resources they need to build their careers.
What's next:
Ready to take your career to the next level with this exciting Complaints Handler role? Don't hesitate!
Apply today by clicking on the link. We can't wait to hear from you!
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
