Complaints handler - Written

Location: Watford (on site)

Salary: Up to 30,000 pro rata

Shifts: Between 8am and 8pm Monday to Sunday

Contract: Full-time, 6 month FTC with potential to be extended

Are you an excellent communicator with a passion for delivering fair outcomes and great customer experiences? We're looking for a Written Complaints Handler to join our team in Watford. This is an exciting opportunity to play a key role in resolving customer issues with professionalism, accuracy, and empathy.

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  Key Responsibilities
  
  

  • Investigate and resolve customer complaints thoroughly and fairly, ensuring all outcomes are accurate, compliant, and in line with company and regulatory standards.

  • Produce clear, high-quality written correspondence that reflects the company's values and tone of voice.

  • Identify customer requirements and work to resolve retail and player queries, including account issues, customer enquiries, and system-related matters.

  • Escalate complex or contentious issues to the appropriate business areas.

  • Carry out ad-hoc data entry and administrative tasks as required.

  • Participate in training sessions to maintain and develop your knowledge.

  • Act as a brand ambassador, promoting the company positively while meeting performance targets (KPIs).

  
  
  What Experience We're Looking For
  
  

  • Proven experience in complaint handling and customer correspondence within a regulated or customer-focused environment.

  • Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically.

  • Awareness of working in a regulated business and adhering to relevant standards.

  • Strong sense of customer advocacy and commitment to excellent service.

  • Experience working collaboratively within a team environment.

  • Competent user of Microsoft Office Suite (Word, Excel, Outlook, etc.).

  • Ability to work effectively across multiple departments and manage relationships with key stakeholders.

Brook Street NMR is acting as an Employment Business in relation to this vacancy.