Complaints Handler - Chorley, United Kingdom - JOB commercial

JOB commercial

Verified Company

Chorley, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Immediate Start Available

Complaints Handling
Hybrid Working Options available following probation

Monday

Friday, 37.5 Hours per week
Free onsite Parking

The hours of work are Monday - Friday between the hours of 8:00 am - 18:00 pm, Monday to Friday.

There is also the opportunity to work from home 2 days per week following probation.

A basic salary of up to £28k is on offer dependent on experience.

The main purpose of this role is to be the main point of contact for all matters pertaining to complaints.

Excellent customer service skills, patience and empathy are all equally as important.

Key Responsibilities will include:

Record, investigate and resolve customer complaints of any nature
Liaise as required with referrers, suppliers and key internal stakeholders during the complaint investigation process
Handle all complaints with empathy. All communication should be clear and tailored for the customer's needs
Ensure that Customers and Business Partners are kept updated regularly and on time in line with the agreed process
Detail and deliver reports/data on root cause analysis to drive quality improvements and prevent reoccurrence of complaint themes
Using the inhouse case management system and available portals, accurately record and update customer data and keep detailed records of all actions taken within the complaints investigation process
To always produce any documentation or correspondence to the company standard
To achieve individual KPI's and SLA's
Comply with all company rules and procedures especially those relating to health & safety, compliance and data protection with an obligation to remain informed and up to date on all such matters
Enthusiastic and selfmotivated
Excellent communication skills with ability to explain complex information simply
Excellent attention to detail, analytical and problemsolving ability
Ability to work and thrive in a fastpaced environment working well under pressure
Well organised and conscientious with ability to plan and manage own workload effectively
Strong decision maker with the confidence to act under own authority on behalf of the company
Personable and positive outlook with ability to handle emotive customer situations
Previous complaints experience