Complaints Handler

Complaints Handler
33,000
Permanent
Hybrid / Kings Hill - any 2 days in the office each week
Monday to Friday - 35 hour week - 9am-5pm
6 weeks annual leave (plus 8 days bank holidays)
Generous pension scheme (up to 11% employer contribution), enhanced maternity and paternity and health cash plan scheme, paid volunteering days
1 stage interview - week commencing 20th May

This Complaints Handler role would ideally suit someone from a dedicated complaints-based role, however candidates who have experience at providing exceptional customer service within challenging customer service-based roles would still be considered. You will be a confident, articulate communicator who is happy to speak to external and internal contacts at all levels, as part of your role will be presenting to Executives at Board Meetings. You will also need to have excellent written communication skills, this will form part of the interview process, as you will be writing emails and letters to send to customers.

The duties for this Complaints Handler role will include but not be limited to:

• Managing the complaints process; this includes liaising with the team managers where necessary and responding to customers either by telephone or letter and ensuring all key deadlines are met.
• Monitoring from a technical perspective whether complaints are upheld.
• Analysing data to look for trends and ensure findings are channelled through the Team Leaders.
• Assisting in preparing complaint reports on a monthly/quarterly basis for executive and board reports.
• Chairing of monthly Complaints Meeting and producing attendee packs with complaint information and analysis data.
• The investigation, analysis and reporting of breaches of data and results of the customer satisfaction survey.
• Collating and monitoring of operational KPl's & SLA's including dealing with variances, audit of team statistics, and preparation of monthly/quarterly reports for executive and board reports.
• Supporting with the induction of new starters.
• Working within set parameters to decide on the best route and resolution to each complaint you handle and communicate this to the customer accordingly.

The closing date for this role is the 14th May at 3pm with shortlisted candidates being invited for a face to face interview week commencing 20th May.

Netbox Recruitment are an equal opportunities employer acting as a recruitment agency for the attraction and selection of talented individuals for this position.

All applications considered, apply or call Sian on (phone number removed) option 2