Complaints Handler

Location:
Blackburn
Full-Time | Permanent | In Office role

The ideal candidate would be essential in transforming our customers experiences. Your work will go beyond answering calls and emails; you're making a real difference. Your skills in handling and resolving complaints aren't just helpful, they're essential in making sure our customers feel heard, valued, and satisfied. In this role, you'll have a big part in how we listen to and care for our customers, helping us keep getting better at what we do.

• Engaging comprehensively with customers to understand their concerns, aiming to collaboratively find effective resolutions.
• Assessing and resolving escalated complaints, making informed decisions to ensure equitable outcomes.
• Ideally, they will be issuing 7 final resolutions letters a day (will look at how many are issued over the week)
• Utilising outstanding communication skills, both orally and in writing, to articulate thoughts and decisions clearly to customers and colleagues.
• Collaborating effectively with various teams, ensuring prompt and efficient responses that prioritise customer satisfaction.
• Serving as a knowledgeable resource in complaint handling, advising colleagues and contributing to business improvements.
• Liaising with key external stakeholders, to ensure exemplary service and professional representation of the business

• Strong experience in complaint management, adept at handling intricate cases with empathy and efficiency.
• Superb communication abilities, evidenced in both verbal and written interactions, coupled with a commitment to exceptional customer service.
• A thorough understanding of and adherence to complaint management policies and procedures.
• A flexible and innovative mindset towards change, continuously seeking opportunities for improvement.
• Analytical skills in interpreting trends and feedback, thereby contributing to significant business improvements.
• Technical skills with experience using complaint resolution systems, Microsoft Office, and general contact management systems.

• Salary - £27,000 - £30,000
• In Office role - 9am - 5pm (Monday - Friday)
• Employee Assistance Programme (EAP)
• Perkbox membership - access to a wide range of employee discounts
• 23 days holiday + 8 bank holidays, increasing with length of service
• Pension contributions
• Life insurance (death in service)
• Private medical insurance after 1 year of service
• Company social events twice a year
• Paid volunteering days
• Your birthday off every year