About the role
This role is pivotal to help resolve customer issues and change the customer experience. This role will resolve both telephone and written customer complaints. The complaints handler will acknowledge and engage with the customer, preferably via voice to clarify the full nature of the complaint and expected resolution. A key role of the handler is to facilitate the fast handling of the complaint to minimise the growth of aged and complaints backlog.
Key Tasks
- Review the complete customer experience to understand all points of failure leading to the customer complaint through use of the Root Cause Analysis process and recommend appropriate resolution and redress if needed.
- Feed into the Continuous Improvement team and the business to share insights and what can be done to avoid future recurrence of the same issues, valuing the customer's right to complain across all channels and ensuring insights contribute to future strategy development.
- Ensure clear understanding of and compliance with the complaints process end to end from the documented complaints process run book and be able to articulate to the customer, other departments and stakeholders, including roles and responsibilities of the handler, internal departments third parties, the regulator, Service Level Agreements and timelines
What we are looking for
You're a self-starter and you're great at building and managing relationships. You will be an effective communicator (written & verbal) with strong attention to detail, time management, prioritisation and negotiations skills. Ideally you will bring with you strong experience of resolving customer complaints.
The reward
Starting base salary of £24,465 which will increase to £27,011 once your training and probation period are completed. This is usually within 9 - 12 months.
You will also be eligible for an up to 10% Annual Bonus.
Here's a few of the main reasons to join Business Stream;
31 days annual leave plus 6 public holidays;
Subsidised on site restaurant and Costa Coffee shop.
Free onsite gym
Reward Gateway (discount on retail purchases)
Pension Scheme (5% employee / 10% employer contribution)
Location: Edinburgh Park, EH12 9SE – Office based.
Working Pattern: Monday to Friday, 9am to 5pm – no evenings or weekends giving a great work life balance.
Who we are
Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With 16 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates.
If you think this job is for you
Please hit the apply button and send us a copy of your up to date CV.
Next steps
If we think you're right for us our Recruitment Team will give you a call to have a chat and find out a little bit more about you, this will also give you a chance to ask any questions.
Successful applicants will be invited to our office for a competency-based interview. This will also give you the opportunity to see where we're based and have a look round our bright, modern office.
We'll then be in touch to provide feedback on the interview and confirm the outcome of your application.
All applications should be received by close of business on Friday 20 September 2024.