Here at PPL PRS we have an opportunity for a Complaints & Escalations Advisor to join our team. The role will assist the Escalations and Complaints Manager with the day-to-day escalations and complaints that come into the business, investigating, providing feedback and working towards a fair resolution for both the Customer and the Business.
Hours of work will be 9-5, Monday - Friday (subject to change if the Team Manager assesses business demand).
Key responsibilities
* To present a professional image of the company and provide effective/excellent service to all customers, so that a positive first and lasting impression is made.
* To efficiently manage complaint cases to resolution, along with reviewing and providing effective feedback on escalated call review requests and manager escalations. Ensuring all customers are treated fairly and in line with our business processes, values and code of conduct.
* To conduct thorough investigations into your assigned cases, to ensure correct outcomes are achieved.
* To liaise with relevant departments and stakeholders to ensure all information and feedback provided to cases is clear and accurate.
* Ensure all complaints are handled within the timeframe set out in the PPL PRS Code of Con-duct.
* To provide a professional feedback service to colleagues involved in complaint cases, creating a culture of continuous improvement within Business areas.
* Maintain accurate records on the Company’s internal systems providing a clear and concise audit trail.
* To report any identified breaches in processes and procedures to the Line Manager of the respective Business area, so that corrective action can be implemented to remedy the breach.
* Ensure that we are constantly achieving the highest standard of QA scores, 75% or above.
You will have
* Case Handlers seekers, problem solvers, investigators and analysts at heart, they thrive on investigative work; tracking down information, asking the right questions, knowing where to look and collating everything they have found to gain insights that can be used to make decisions.
* You will have excellent written and verbal communication skills, ideally with experience of writing letters. You will be able to work to deadlines whilst maintaining a high level of accuracy, and thrive in a busy, fast paced environment.
* Preferred experience of working within a Complaints Team or Escalations Department.
PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.