Complaints Handler - London, United Kingdom - PH Home Emergency

Description

PlusHeat are recruiting for a motivated, positive and energetic Complaints Handler to join our diverse team at our brand-new Putney HQ.

We are a young and vibrant start-up in the home services space offering home care subscriptions with the goal of bringing the industry into the 21st century, developing cutting-edge tech and our commitment to exceptional customer service to improve the customer experience.

Having just closed our first round of funding, it's the ideal time to join a growing company on an exciting journey as we expand throughout the UK & NI.

By our very nature as a high-growth start-up, we can promise the opportunity to try new things, build on current experience and progress as new departments and roles are created internally.

• Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures.
• Proactively work with our internal and external partners to investigate and manage complaints.
• Challenge and escalate concerns identified in relation to poor customer handling; identify solution and report findings.
• Maintain and improve appropriate administrative systems to support the business activity.
• Carry out target number of customer surveys to obtain insight on services. Ensure data collected is succinct, accurate and robust to inform on issues identified. Generate reports on the findings.
• Utilise customer satisfaction results and use the voice of the customer to improve service.
• Satisfy our customers by delivering a highlevel customer focussed service.
• Provide informal advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
• Experience of working within a complaint's environment in a housing / maintenance capacity
• A wealth of experience about how to delight customers and manage expectations.
• Experience in dealing with private homeowners, landlords, portfolio landlords and estate agents.
• A 'cando' attitude and solutionsdriven, innovative approach that has successfully modernised services.
• Ability to engage with customers, internal departments and partners to champion the service and be a valued member of the team.
• Confident with strong communication skills, and excellent written skills
• Confident understanding of how to manage difficult conversations face to face and by telephone
• Experience in carrying out research and presenting written arguments in a concise but compelling way.

What we need from you:

• The hunger to learn, develop skills and bring a winning attitude to the table.

Hours:
8am-4pm or 9am-5pm Monday to Friday. No weekends.

28 days holiday (extra day for your birthday off)


Salary:
£22,000.00-£27,000.00 per year


Benefits:

• Gym membership

Schedule:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• LONDON: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)


Work Location:
One location

Application deadline: 01/02/2023

Expected start date: 01/02/2023