At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. We are looking for a new complaint handler to join the team.
The successful candidate will handle and manage a portfolio of complaints adhering to company and industry standards. Investigating each complaint to understand the root cause of the complaint, arriving at a fair and reasonable outcome which is communicated to the customer over the telephone and/or e-mail.
Key responsibilities:
•The role requires you to handle complaints aged 3 working days or less in accordance with People’s Partnership company process and regulatory requirements, maintaining customer service standards and ensuring that customer/complainant needs are met and exceeded.
• Investigate and understand the customer’s complaint, recommending and providing appropriate resolutions, ensuring that all reactive or preventative work is carried out whilst maintaining a full and thorough audit trail.
• Produce relevant client and internal correspondence materials as required.
• Log complaints accurately and in timely manner.
• Calculate and recommend redress, distress and inconvenience payments.
• Handle complex and challenging calls.
• Provide feedback to team leaders and managers, as appropriate, where employee development needs are identified via c...