Senior Complaints Handler

The Portfolio Group

Posted 13 hours ago, valid for 10 days

Manchester, Greater Manchester M17 1DJ, England

£20,000 - £24,000 per annum

Full Time

Health Insurance

Retirement Plan

Employee Assistance

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Sonic Summary

The position is for a Senior Complaints Handler with a salary of £25,000.
The role involves providing exceptional customer service support to clients, resolving service issues, and enhancing client engagement and retention.
Candidates must have prior customer service experience and some soft sales skills, along with excellent communication abilities.
The job is based in Manchester and requires the ability to work in a fast-paced environment.
Benefits include a profit share scheme, holiday entitlement, employee assistance programs, and various social events.

Senior Complaints Handler - Salary: £25,000

Calling all Customer service superstars! We are seeking a professional and motivated Customer Service professional to join a leading SaaS brand in Manchester!

Role Description

Providing a super-duper service to new and existing clients through critical care support, by identifying "at risk" accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increase engagement and retention rates and improve client sentiment and online reputation.

Main Responsibilities

Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised
Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk
Identify and pro-actively contact "at risk" clients to promote the benefits of our products and service and encourage implementation and usage
Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice
Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users

Skills and Experience

Customer service experience is essential
The ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs
Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
The ability to work in a fast paced environment

Benefits

Profit Share Scheme
25 Holidays + Bank Holidays (Increases with service)
Day off on your Birthday
Access to Employee Assistance Programme
Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this 'Fun Friday'!
PerkBox Discounts
Christmas Bonus after 3 years
Social Events Throughout Year
Contributory Pension Scheme
Private Health Insurance after 5 years

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INDMANJ

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