Complaint Handler/Team Lead
£30,000 - £40,000
Croydon
Office based
Hours - 8.45 - 5
Our client is seeking a person from a strong customer service background, dealing with complaints and ensuring customer satisfaction. Full training given on export procedures, however you will not be responsible for the creation of.
Responsibilities of the Complaint Handler
- Liaising with customers over their requirements
- Retrieving and assisting with custom documents for relevant destination country
- Liaising with Operations and baggage team ensuring requirements are
- Overseeing customer service team and ensuring customer service levels are met
- Handling customer complaints when they arise
- Regular communication with the coordination team as well as our customers
- Dealing with escalated complaints they are unable to resolve and includes all aspects of the complaint from cause to resolution via email or telephone, keeping record of complaints and causes, monitoring online / email reviews and responding to reviews as appropriate etc. They will also be required to coordinate a few files.
- Explaining the service and answering any questions, addressing and resolving any complaints
- Management of operational and shipping consignments
- Learning export procedures and documentation, via all modes of transport i.e. sea/air (FCL/LCL/Shared Container service and airfreight) in order to gain an understanding
- Liaising with suppliers, shipping lines, airfreight agents, road crews and overseas partners to ensure all aspects of the move from packing, transport, shipping, delivery and transit schedules are kept within the standard of service the company requires.
Person spec for the Complaint Handler
- An effective communicator via the telephone & email
- IT literate
- Motivated and a strong team player
Disclaimer: Due to the high amount of interest that we receive for each of our roles,
unfortunately, we cannot respond to each application individually, therefore if you do not hear
back from one of our consultants within 14 days then unfortunately you have not been
shortlisted for this role.