The successful candidate will be responsible for overseeing and resolving any issues or complaints from customers and other stakeholders about our products or services ensuring these are handled efficiently, fairly, professionally and on a timely basis.
1. Developing strategies to address customer issues, ensuring customer satisfaction, and ensuring our processes and systems for management of customer complaints and issues are appropriate, reflecting best practice and kept under review on the principle of continuous improvement.
2. Provide advice, guidance and support to staff, enabling them to take necessary actions and where necessary directly intervene to resolve complaints and complex issues, as well as supporting staff in their understanding of complaints as a learning opportunity.
3. Proactively de-escalate and avoid challenges arising from complaints and complex issues by promoting knowledge, skills, and confidence among colleagues.
4. Continuously seek ways to improve the complaints handling process and customer satisfaction and develop and implement policies and procedures to improve the complaints handling process.
5. Manage complex cases that require a higher level of attention and expertise.
Person specifications
1. Proven experience in a complaint handling or customer service role, with a focus on complex case management.
2. Experience reviewing complaints processes and seeking areas of improvement within a best practice framework.
3. Understanding of relevant regulations and industry standards related to complaints handling.
4. Strong influencing and negotiating skills, problem-solving skills, excellent communication abilities, and a high level of empathy.
5. Ability to develop learning and development opportunities focused on customer service and complaint resolution.
The closing date for applications is 23:59 on 10 April 2025.
First interviews will be held on w/c 21 or 28 April 2025.
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