We are looking for a Complaints handler to join the Customer experience team of a well established organisation in the Birmingham area. This role is offering a permanent position with opportunity for hybrid working as well as an easily accessible location by public transport.
Complaints Handler
Mon- Fri
Permanent
£35330 per annum
Birmingham
As a Complaints Handler, your main duties will be:
To take ownership for any complaints that go beyond the stage 1 of the complaints process liaising directly with the business to ensure the complaint is resolved
To produce monthly case studies on service failure from all areas of the business to inform managers where service improvement is required
To handle all customer contact and consistently in order to deliver a great customer experience
Support the continuous improvement of services to customers across the business through the analysis and identification of the root cause for complaints
To monitor all complaints KPIs
To accurately log all complaints and correspondence
Analysing and interpreting raw data and suggesting improvements
As a Complaint Handler, we would be interested in speaking to anyone with experience in:
Customer experience officer/ customer complaints officer/ call handler/ complaints manager
Call centre environment
Dealing with complaints and resolutions
Reporting on customer queries and analysing data
Generating improvement processes to manage customer satisfaction
The benefits of this role are:
25 days holiday plus bank holidays
Pension scheme - up to 8%
Access to travel, retail and leisure documents
A health cash plan
Financial support and flexibility with regards to training and development
If this role is of interest, please apply directly to this advert. For more information, please call (phone number removed) and speak with Megan