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Complaints Handler, Sund-Thurs 9am - 6pm
Temp to Perm
Remote - Work from Home
You must have your own laptop / PC to do this role.
Main Duties
- Investigating complaints with members, our service and/or the Booking Support Team. This will involve composing response emails to those who has raised the complaint. Investigations will include both telephone and email communication. You will ensure that the complaints log is always up to date.
- You will also process Outbound Bookings (Feedback) which has not been automatically sent to the Client, as required. This will require
- an eye for detail to ensure that feedback is only sent to a client when it meets our quality assurance standards.
- Helping to respond to incoming email queries as required.
- When working on a weekend, you will primarily work without supervision and will have the objective to clear as many outstanding tasks as possible and respond to incoming emails. You will leave handover notes ready for your colleagues to pick up.
- Working proactively, ensuring system activities per hour are in line with the team average.
- Having a good understanding of Membership Agreements to ensure that you understand fully the requirements of Members. You will also have a good understanding of the client T&Cs, as well as the different services offered and the different client verticals.
- Raising tech issues and making suggestions to improve services, procedures, and processes.
Skills and Knowledge
- To be successful in this role, you must be able to multi-task, have a can-do positive attitude, actively look to always keep yourself busy and have a passion for excellent service.
- Two years' experience of working from home.
- Two years of continuous service in Complaint Handling, or a similar transferable role, in a non-retail environment is also essential.
- Excellent administration skills - along with attention to detail and data entry skills.
- The ability to multi-task and prioritise work well in a fast-paced environment.
- Confidence to pick up the phone and build rapport quickly.
- Excellent PC skills and be "tech-savvy"
