Complaints Specialist
Upto £26,000, Office based, Mon-Fri
Hinckley, LE10
Do you have excellent communication skills and a desire to provide excellent customer service?
Are you someone who enjoys working under pressure in a fast paced environment?
Job Overview
Our client is looking for an enthusiastic Complaints & Resolution Specialist to join as part of their client experience team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast membership focused solutions.
Accountable for our client's online reputation, managing online reviews in accordance with business processes.
Day-to-Day Responsibilities
- To be the key person for receiving member complaints and retention opportunities
- To be the key person for responding to all online reviews for the business
- To ensure that all member service issues whether verbal or written are acknowledged in line with the complaints procedure
- To ensure that all online reviews are dealt with efficiently and professionally to a high standard
- To escalate any negative online reviews through the correct channels of the complaints process
- To ensure that all member service issues are thoroughly investigated through discussion with the member and appropriate internal staff
- To ensure that all member service issues are resolved in a timely manner and at all times focused on member resolution and retention
- To understand all member databases and systems in order to adequately investigate and respond to the member
- Accountability for obtaining a prompt response to member queries, service issues and requests to cancel
- Review of member service issues in order to produce an effective handover where applicable to Credit Control
- Maintenance of member profile including additional sites, change in employee information and undertaking investigations where appropriate
- To liaise with the Business Development Manager regarding clarification of the members contracted service provision
- To contact members to activate their account and book the initial appointments with consultations in line with service levels and diary booking guidelines.
- To receive member and consultant telephone calls and resolve queries, service issues and retention opportunity requests
What you Bring to the Team
- A "can-do" attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team
- Ability to work in a fast paced environment
- Strong time management skills
- A dynamic and flexible approach, as well as the ability to work under pressure
Apply now!!
47997EBR
INDHIN