Complaints Handler - Stoke-on-Trent, United Kingdom - FOODHUB

FOODHUB

Verified Company

Stoke-on-Trent, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

As our complaint's investigator, you will take the lead on complaints
- concerns received into the company. You will launch an investigation on the company processes to understand process and draw a conclusion from your findings. If needed, you will then discuss and implement corrective - preventive actions, support the team to implement changes to avoid issues for the future.

Working with the wider complaints team you will review within a set time frame, document your findings by tracing the root source of the issue and how this has breached our internal procedures.

As a Complaints Investigator, will need to have proven experience in complaint management for at least 3 years, with a solid understanding of corrective and preventive action plans alongside a clear communication and data driven mind.

**Complaints Investigator

Key accountability's*
Plan and prioritise allocated workloads against agreed service standards.
Take ownership for investigating setting up and discussing with internal and external teams to understand process.
Competent in handling redress calls andor transactions and resolving challenging customer communications and queries to effective resolution.
Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.
Resolve queries or referrals from both within and outside of the team.
Able to communicate from an advisor level to the CEO.
Consider risk when completing daily activities.
Obtain technical knowledge from internal departments.
Able to embrace change whilst adopting a positive attitude.

Experience Needed-

Working in a target driven environment on customer delivery.
Proven record of being able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
Numerouscomplex customer administration processes and policies.
3 5 years working in a customer facingengagement environment and resolving customer complaints.
Evidence of submitting and tracking a complaint through legal channels with a consumer complaint.
Managing complaints projects from the start to the end.

If you feel you have what it takes to take on this role, please submit a cover letter and your CV.

IT Assets

Benefits