If you are passionate about improving customer satisfaction through effective complaints management and service improvements, then this role is for you!
* Based in Epsom
* Up to £30,000 salary (DOE)
* Monday – Friday, 9am – 5:30pm
* Excellent benefits package
* Free parking
Job Description:
* Serve as the primary point of contact for customer complaints, ensuring they are addressed promptly and professionally to maximize first-contact resolution.
* Conduct thorough investigations into complaints, identify root causes, and draft detailed responses to maintain a fair and consistent approach.
* Create and maintain complaint reports that highlight key trends, recurring issues, and areas for service improvement.
* Perform quality assessments on complaint resolutions and customer interactions to ensure compliance with company standards and regulatory requirements.
* Provide feedback and coaching to Customer Service teams to enhance complaint-handling skills and reduce recurring issues.
* Ensure adherence to Customer First and Consumer Duty principles, embedding best practices in all customer interactions and resolutions.
* Work closely with internal stakeholders to refine processes, streamline complaint handling, and improve the overall customer experience.
* Review and enhance society communications to ensure clarity, accuracy, and compliance with regulatory expectations.
* Analyse complaints data and management informat...