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Complaints Handler £27000 - £27500 plus fantastic benefits Dynamite recruitment is looking to recruit an experienced Complaints Handler to join an award-winning business in Portsmouth. As a Complaints Handler you will be responsible for supporting a busy Customer Service / call centre team and will take full ownership of customer complaints from start to resolution and anything in between Hours : 40 hours Full time . Monday to Friday As a Complaints Handler you will be responsible for: To manage the end-to-end process for all complaints Ensure Compliments and Complaints are being dealt with in a timely manner. Ensure Complaints and Compliments are addressed by following our Integrated Management System processes and procedures, highlighting, and escalating when this does not happen to ensure its not repeated. Work with third parties to investigate complaints and ensure that the correct action is undertaken to resolve the complaint in a timely manner for the Customer. Ensure you manage customer satisfaction feedback from the portal to identify issues to resolve immediately and trends to be addressed for continual improvement. To analyse data and measures to monitor performance of Complaints and Compliments that identify areas for improvement. The ideal Complaints Handler will have / be: Will have previous experience as a complaint handler. Have specialised in managing end to end complaints. Will have good customer service skills and experience. Possess good interpersonal skills and ability to communicate at all levels in a professional manner. Have an empathetic, patient and positive attitude. A confident and professional telephone manner. Have good intermediate computer skills in all MS Office applications. Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste. Proactive in identifying your development needs and doing something to overcome them. To be considered please submit your CV asap.
The Complaint Officers are responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case. The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers. Main Duties Become a customer experience expert and brand ambassador, providing the highest standard of customer service. Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next. Conduct investigations into complaints received and reach an outcome based on the merits of each case. Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case. Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including regulators, contractors, and local councillors. Identify systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities. Skills and Knowledge Experience of working within a complaint handling role, with the ability to analyse complaints and customer feedback issues and evidence findings. Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly. Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service. Keen attention to detail. Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy. Problem-solving skills, with an eager, positive, and proactive approach. Ability to manage workload to ensure timescales are met, in a fast-paced environment. A good working knowledge of Microsoft office packages including Outlook, Word and Excel. Strong organisational skills.