Complaints Handler - Burnley, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Burnley, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Burnley

Complaints Handlers (56 Permanent opportunities)

This company are about to put East Lancashire on the map and can really catapult your career dramatically

Our client, a Global Financial Services Software Developer worth trillions of pounds have just won 2x Billion Dollar contracts and as such are looking to recruit extensively to fully staff a new office based in Burnley, Lancashire.

Reed is exclusively looking after this clients recruitment drive and we are looking to support experienced and customer centric Complaints Handlers that are looking to forge a career in a rapidly growing and extremely successful organisation.

Main Purpose of Role

Key skills required:

Investigate complaints thoroughly and document findings
Discuss outcome of investigation with the complainant by telephone
Where required, write to the complainant to explain your findings, using agreed templates and Client company style guide
Liaison between Clients, Customers, Client Service Managers (CSMs), Group Compliance and administration areas, concerning the resolution of complaints
Establish and record complaints root cause data to provide Management with analysis and regular feedback
Resolution of all complaints within SLA, meeting KPIs and complying with regulatory deadlines and rules
Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner
Ensure all work is reviewed prior to submission for quality checking to minimise rework.
Alert team manager to any trends detected whilst resolving a complaint
Application of the escalation procedure in the event of serious complaints and potential problem which may impact adversely on the Complaint's team's ability to meet SLA's and or regulatory requirements
Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution

Key requirements:

Ability to investigate, summarise and express findings in writing or verbally
Analytical ability to determine root cause of complaint and make recommendations
Good proven letter writing skills
Ability to work as part of a team
Good personal organisational skills to administer complaints within SLA
Intermediary knowledge of WORD & EXCEL
Attention to detail and ability to work under pressure within tight timescales
Excellent communicator in writing, by telephone and face to face
Good verbal reasoning and numeric skills
Truly customer focused
Great attention to detail

The above roles will be working on a 37.5 hour contract