Complaint Handler - Sheffield, United Kingdom - Capita

Capita

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The main purpose of the Complaint Handler roles is to investigate and resolve both customer queries and complaints, utilising a number of systems simultaneously and liaising with client support areas to ensure the best experience for our clients.

This role offers the chance to deal with exciting products and speak to high net-worth individuals, supporting them with their vehicle by providing an excellent customer experience.

The campaign is still relatively new and as such there are many opportunities to support with key areas and show your capability to flex and support different areas.

Regular training is completed due to the steady release of new vehicles, processes and systems to help you consistently deliver great outcomes for customers and our client.

Job title:

Complaint Handler

What you'll be doing:

Investigating and resolving complaints at first point of contact to drive a strong customer experience.
Determining appropriate redress utilising gestures of goodwill etc.
Be able to coach and develop less senior members of staff.
Identifying and escalating any inconsistency issues in relation to quality and competency checking.
Identifying opportunities to build customer relationships and provide excellent customer service.
Looking for and escalating root cause trends and issues that arise by process, product or complaint type, including gaps in policies and guidelines.
Checking Customer accounts and manage any gaps or process anomalies using multiple data points.

What we are looking for:

Appropriate experience in a customer service environment.
Appropriate complaint handling experience preferably within the automotive industry.
Relevant system and PC skills including excel
Thorough knowledge of complaints framework, procedures and technical standards
FCA standards for complaint handling
Good numeracy and literacy skills.
Able to identify key complaint root causes and work with the wider business to influence reduction in complaint volumes.

What's in it for you?

23 days' holiday
(rising to 27) with the opportunity to buy extra leave
Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising, to health & wellbeing, travel and technology
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform