Relocruitment are pleased to be partnered with one of the UK's largest family-owned Removals firms. They specialise in International removals to worldwide destinations.
They are now seeking a Complaints Handler / Customer Service Coordinator to join their team based in Surrey.
A background in customer service and complaint handling is essential. Industry experience is advantageous.
Main Duties:
- Support staff by handling escalated complaints via email or telephone, managing all aspects from cause to resolution.
- Keep records of complaints and their causes.
- Monitor and respond to online and email reviews appropriately.
- Coordinate files.
- Assist customers through their move, ensuring a smooth process.
- Address queries and complaints, answering questions as needed.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
- Provide feedback to management on recurring issues and potential improvements.
- Liaise with various departments to ensure prompt and effective complaint resolution.
- Prepare regular reports on complaint trends and resolutions.
- Develop and maintain a deep understanding of company products and services.
- Assist in training new staff on complaint handling procedures.
Required Skills:
- Strong customer service skills.
- Complaint Handing.
- Excellent communication and interpersonal skills.
- Experience within the Removals industry is highly beneficial.
- Good problem-solving skills.