- Receive and respond to customer complaints through all channels.
- Actively listening to customers.
- Analysing complaints thoroughly and liaising with multiple departments.
- Providing prompt and accurate resolutions to customer complaints, ensuring that issues are addressed effectively and in compliance with company policies and procedures.
- Record keeping effectively for correspondence with customers and departments.
- Identify recurring issues or trends in customer complaints and provide feedback to relevant departments for process improvements.
- Responding where due to our social media log to try and turn people’s experiences around.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders.
- Strong problem-solving and analytical skills, with the ability to investigate and resolve complex issues.
- Proficient in customer service principles and practices, with a focus on customer satisfaction.
- Ability to have challenging conversations internally and externally.
- Excellent attention to detail and organisation skills with the ability to maintain accurate records and documentation.
- Patience, empathy, and the ability to remain calm and professional in stressful situations.
- Familiarity with relevant laws, regulations, and industry standards related to customer service and complaint handling (preferred).