Relocruitment are pleased to be partnered with one of the UK’s largest family-owned Removals firms. They specialise in International removals to worldwide destinations.
They are now seeking a Complaints Handler / Customer Service Coordinator to join their team based in Surrey.
A background in customer service and complaint handling is essential. Industry experience is advantageous.
Main Duties:
* Support staff by handling escalated complaints via email or telephone, managing all aspects from cause to resolution.
* Keep records of complaints and their causes.
* Monitor and respond to online and email reviews appropriately.
* Coordinate files.
* Assist customers through their move, ensuring a smooth process.
* Address queries and complaints, answering questions as needed.
* Follow up with customers to ensure their issues have been resolved satisfactorily.
* Provide feedback to management on recurring issues and potential improvements.
* Liaise with various departments to ensure prompt and effective complaint resolution.
* Prepare regular reports on complaint trends and resolutions.
* Develop and maintain a deep understanding of company products and services.
* Assist in training new staff on complaint handling procedures.
Required Skills:
* Strong customer service skills.
* Complaint Handing.
* Excellent communication and interpersonal skills.
* Experience within the Removals industry is highly beneficial.
* Good problem-solving skills