Role: Complaints Specialist
Location: Hinckley
Salary: £26,000
SF Recruitment is currently recruiting for a long-standing client in Hinckley who is looking to add a Complaints Specialist to their team. As the Complaints Specialist, you will become the first point of contact for any issues or concerns raised while achieving and delivering excellence in service by providing focused solutions.
Day-to-Day Responsibilities as the Complaints Specialist
1. Be the key person for receiving member complaints and retention opportunities.
2. Ensure that all member service issues, whether verbal or written, are acknowledged in line with the complaint's procedure.
3. Thoroughly investigate all member complaints through discussion with the member and appropriate internal staff.
4. Resolve all member complaints in a timely manner, focusing on member resolution and retention.
5. Understand all member databases and systems to adequately investigate and respond to the member.
6. Accountability for obtaining a prompt response to member queries, service issues, and requests to cancel.
7. Review member complaints to produce an effective handover where applicable to Credit Control.
8. Maintain member profiles, including additional sites, changes in employee information, and undertaking investigations where appropriate.
9. Liaise with the Business Development Manager regarding clarification of the members' contracted service provision.
10. Contact members to activate their account and book the initial appointments with consultations in line with service levels and diary booking guidelines.
11. Receive member and consultant telephone calls and resolve queries, service issues, and retention opportunity requests.
If you feel you have the right skills for this role, please apply today or contact me directly.
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