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.

Typical day as a Complaints Advisor:
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

Required skills:

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. What’s in It for You? 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 Interested?

If you're looking to take the next step in your career within a professional and supportive environment, we’d love to hear from you. Apply today or get in touch to find out more.