Complaints Advisor

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Posted 2 days ago, valid for 2 days

Telford, Shropshire TF4 2SG, England

Full Time

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Sonic Summary

This role offers an exciting opportunity to join a well-established business focused on customer satisfaction.
The position requires resolving customer complaints at the first point of contact through prompt and high-quality investigations.
The salary for this role is £32,212 plus benefits, and it is a fully remote position with working hours from Monday to Friday, 9am to 5:30pm.
Candidates must have experience in handling complaints, particularly in the insurance sector, while experience in the mobile phone industry is advantageous.
Exceptional writing and communication skills, along with the ability to manage workloads independently, are essential for success in this position.

This is a very exciting opportunity to join a well established business with plenty of opportunities to build on your skills & your career! This business truly put the needs of their customers first, that’s why we need people who naturally love working with customers, putting smiles on faces and can finding the best resolution for the customer.Your role is to resolve customer complaints at the first point of contact received from the customer by completing prompt, high quality investigations in order to ensure that an appropriate decision is reached.Salary: £32,212 & Benefits, this will also be a fully remote role, working from home.Hours: Monday - Friday 9am - 5:30pm Duties:

Actively manage customer complaints
Improve the overall customer relationship, making customers aware of the organisation’s complaints procedures
Acknowledge and resolve complaints systematically and fairly and within set time limits as defined by Financial Conduct Authority both via telephone and letter
Investigate the root cause of any complaints, gathering information from relevant teams or stakeholders
Ensure compliance with legal requirements, industry regulations, organisational policies and professional codes
Respond to Client Escalation and High Priority Complaints in a sensitive and timely manner
Review and assess complaints referred from Financial Ombudsman Service or any other Alternative Dispute Resolution

Experience:

A positive attitude towards work
Forward thinking and channels energy to improve performance
ESSENTIAL - Complaints experience in Insurance
Experience handling complaints in a Mobile phone industry would be advantageous
You must have exceptional writing and communication skills
Can confidently manage assigned workload unsupervised.
Able to prioritise workloads and meet deadlines and targets; be organised and methodical
Respect for customer and business confidentiality; trustworthy and reliable.

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