Senior Complaints Handler
Location :Hybrid working once you have been through a training period Location of the office is Eastleigh
Salary @ £32000- £33000
Hours of work: 37 hour per week Monday to Friday
Duration
: You will work for 12 weeks on a temporary basis with the view to remain with the business permanently
Start Date:
Immediate start required.
Dynamite Recruitment is delighted to be working in partnership with a very well-established and fast-growing organisation based in Hampshire, our client is looking to recruit Senior Complaints Handlers / Customer Relations Officers to join their busy team.
As a Senior Complaints Handler /Customer Relations Officer you will be responsible for:
- Work as part of a specialist complaints department to deal with customers who have a complaint to make or who are disgruntled with the service that they have been provided with
- These complaints will be a stage 2 whereby you will be assisting with the final stages of the complaint.
- Respond and resolve customer complaints and escalations through thorough investigations.
- Liaise with internal departments and third parties to manage the enquiry with professionalism.
- Liaising and develop a working relationship with external stakeholders, including the Housing Ombudsman, contractors, and local councillors.
- To provide a solution to customers within satisfactory timescales
- Ensure that feedback is provided to the appropriate Line Manager regarding the outcome of a complaint.
- Follow up with the customer if necessary and to ensure that a bad situation is turned into a positive one.
- To respond to customers' needs in person and via email.
- Identify areas of our systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities.
The Ideal Complaints Handler will have/be:
- Demonstrable experience of Complaints & Resolution / have worked within a customer service role where you have managed complaints at a senior level.
- Experience of working within a complaint handling role, with the ability to analyse complex complaints and customer feedback issues and evidence findings.
- Excellent English skills with strong letter writing skills.
- Confident, and if necessary, authoritative on the phone.
- Strong interpersonal and influencing skills.
- Ability to prioritise workload
- Work independently as well as part of a team.
- Strong customer service and telephone skills.
- Good negotiating skills.
To be considered please submit your CV Immediately.