Job Title: Complaints Specialist
PURPOSE SUMMARY:
You will be responding to and processing all customer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values.
- Investigate all concerns raised either by phone or in writing, in accordance with Dispute Resolution rules
- Managed complaints from date of receipt until satisfactory conclusion, ensuring all the information has been obtained and all complainants are responded to in accordance with company regulations
- Produced clear and factual responses either in writing or by phone, to all points raised by complainant
- Personally responsible for handling all complaints within organisational rules and regulations
- Maintaining accurate departmental records
- Achieving and maintaining complaint handling targets
- Offering redress where appropriate
- Providing feedback to business on complaint issues and trends, identifying improvement opportunities and gaining consensus to deliver improvements
- Representing Resolutions when required and raising the profile of the department wherever possible
- Constantly working to support the business via process improvements, education and training
- Taking responsibility for certain complaint types regards to meditation work completed by the business
- Deliver weekly and monthly individual performance measures to team manager
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
- Resolving complaints through a final response letter (Essential)
- Proven track record of working with and handling complaints (Essential)
- Strong telephony expertise within a contact centre or similar environment (Preferred)
- Familiarity with relevant regulations and legislation (Preferred)
- Minimum of A levels or equivalent
IT SKILLS PROFILE:
- · Excel and Word to Intermediate level
- · Workflow management