Overview
:
First Military Recruitment are currently seeking a Complaints Handler / Customer Services Representative on behalf of one of our clients.
To be the first point of contact for all customer queries and complaints. Following strict processes and procedures for customer services.
Our client encourages applications from ex-military personnel however all candidates will be given due consideration.
Duties and Responsibilities:
1. Able to write clear and concise letters to customers in line with FCA guidelines.
2. To deal with all queries and complaints, taking ownership of issue from start to finish and liaising internally where required to obtain the correct information but always being the one point of contact with the client.
3. Experience dealing with vulnerable customers and understanding of TEXAS approach (Thank, Explain, eXplicit consent, Ask, Signpost).
4. Able to liaise confidently with various departments to efficiently investigate complaints.
5. Accurately record and log interaction with customers and update CRM system and complaints log.
6. Must be able to retrieve information and create reports for management.
7. Knowledge of company rules and policies to address issues such as cancellations, contracts and settlements.
8. Provide feedback to help improve customer service culture, response time and tools to improve customer experience.
9. To ensure all communication is clear and concise, working within deadlines to resolve all issues.
10. Keep informed about regulatory changes regarding complaint handling.
11. Confident using platforms such as Trustpilot and able to respond to reviews promptly.
12. Inputting data onto the database, answering phones, dealing with customer queries and complaints.
13. Customer services courtesy calls.
14. Provide full customer service performances to all clients, agents, FD’s and internal complaints and/or queries, ensuring you respond and resolve complaints and/or queries in the FCA agreed timeline and with empathy.
Skills and Qualifications:
15. Demonstrate conflict resolution, negotiation and de-escalation skills.
16. Excellent communicator.
17. Good written and verbal skills in English.
18. Ability to be proactive with customer care and problem solving.
19. Ability to handle stressful situations, being attentive and showing empathy.
20. Computer literate, and able to complete paperwork and maintain systems accurately.
21. Excellent timekeeping.
22. Excellent listening skills.
23. Flexible team worker.
24. Good IT skills.
25. Organised and efficient worker.
26. Computer literate with good knowledge of Microsoft Office.