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COMPLAINTS HANDLER Salary: £25k Location: Manchester City Centre - onsite Hours: Mon-Fri (9am-5pm) Keywords: Complaints, Handler, Customer Service, Resolution Specialist Our client is seeking a dedicated and empathetic Complaints Handler to join their team in Manchester City Centre. This role offers an exciting opportunity to be the first point of contact for both clients and internal teams, ensuring the highest level of service at all times. The successful candidate will have a real focus on delivering exceptional outcomes, managing all service issues in line with company SLA's as a minimum requirement. This is a hands-on role that requires excellent attention to detail, problem-solving skills, and a solution-focused approach. With a competitive salary of £25k, this role provides an excellent opportunity for career growth and development. First point of contact for both clients and internal teams Manage all service issues in line with company SLA's Competitive salary of £25k What you'll do: As a Complaints Handler, you will play a crucial role in maintaining our commitment to delivering exceptional customer service. You will be responsible for receiving and acknowledging all client service issues, conducting thorough investigations, and ensuring timely resolutions. Your ability to understand our client databases and systems will be key to your success in this role. You will maintain the highest level of professionalism while focusing on quick and efficient solutions. Your collaborative nature will shine as you conduct regular meetings across the business to ensure high-quality outcomes. Receive and acknowledge all client service issues in line with the complaints procedure Thoroughly investigate all client service issues through discussion with the client and appropriate internal staff Resolve all client service issues in a timely manner, always focusing on client resolution and retention Understand all our client databases and systems in order to adequately investigate and respond to the client Maintain the highest level of professionalism, whilst focusing on quick and efficient solutions whenever possible Collaborate and conduct regular meetings across the business to ensure high quality outcomes What you bring: The ideal Complaints Handler candidate brings a wealth of skills including excellent attention to detail, problem-solving abilities, superior written and verbal communication skills, and confident time management capabilities. You are not afraid to challenge or influence at a senior level when necessary. Your solution-focused approach ensures that clients are kept updated throughout any issue resolution process. Your ability to collaborate effectively across different departments makes you an invaluable asset to our team. Excellent attention to detail and problem-solving skills Excellent standard of communication written and verbally Ability to manage your own time and workload confidently Ability to challenge and influence at a senior level Solution focused approach, keeping the client updated throughout Ability to collaborate effectively across different departments What sets this company apart: This is an exciting opportunity to join a multi-award-winning team that values commitment, collaboration, and empathy. The office is fast-paced and busy, providing an environment where you can thrive if you enjoy being exposed to a wide variety of customer service issues across different sectors. Through training and development, we ensure that everyone who works here has the resources they need to build their careers. We look for colleagues who have a positive and results-focused attitude. What's next: Ready to take your career to the next level? Apply now! Apply Today by clicking on the link! Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
This role of a Complaints Handler involves managing and resolving customer complaints effectively within the professional services industry. Based in Manchester, the position requires a keen eye for detail, excellent communication skills, and a strong commitment to customer satisfaction. Client Details Our client is a well-established law firm in Manchester, providing a wide range of legal services to both businesses and individuals. With a considerable size of over 500 employees, the firm is known for its professional approach and commitment to delivering high-quality service to its clients. Description Manage and resolve customer complaints efficiently and professionally Maintain accurate records of customer interactions and transactions Review and analyse customer complaints to identify trends and recommend improvements Work closely with other team members and departments to resolve complaints Ensure compliance with company policies and procedures Provide feedback to management on customer satisfaction and areas for improvement Contribute to the creation of a positive and supportive team environment Participate in regular training and development activities to enhance skills and knowledge Addressing every client grievance received by the company, leveraging comprehensive comprehension of the issues to offer support firm-wide and counsel fee earners. Serving as the principal liaison with the Legal Ombudsman. Conducting research on legal and regulatory updates impacting complaint management. Upholding complaints handling protocols and maintaining a register of complaints. Continuously analyzing data to generate quarterly reports. Profile A successful 'Complaints Handler' should have: A degree or equivalent qualification in a relevant discipline Proven experience in a similar role within the professional services industry Strong communication and interpersonal skills Excellent problem-solving skills and the ability to handle difficult situations calmly Proficiency in using customer relationship management (CRM) software A commitment to continuous learning and development Desired qualifications include proficiency in complaints management, ideally within legal contexts. Familiarity with pertinent SRA regulations and Legal Ombudsman guidelines is essential. Strong analytical and problem-solving capabilities are necessary, adept at identifying core issues. Excellent communication skills, both verbal and written, characterized by clarity, assertiveness, and tact. Ability to concisely elucidate complex concepts. Job Offer A competitive salary starting of £32,000 upto £38,750 The opportunity to work in a professional and supportive team environment 25 days delivery Pension contribution Private healthcare An attractive holiday leave allowance A strong culture of learning and development