Complaint Handler

Complaint Handler - Fast growing, award winning company Get on board now and be part of something special and exciting About my client: My client is a fast growing, well recognised and award winning solid and successful established brand in the UK who are making positive impact within their sector. Their business message is simple - Deliver excellent customer engagement whilst offering excellent value for money to the consumer. Over the last 3 years they have grown rapidly with more year on year growth planned. The staff are amazing, the management are amazing, the opportunities are amazing. They really are the nicest bunch of caring, supportive people you could ever have the pleasure to work for with an incredibly high staff retention record within the customer services team. This really is that good. Here’s what the staff say "When I first heard about the company and the role, I was a bit dubious as it all sounded far too good to be true. Since starting, I have seen first-hand that it is even better than was sold to me - so much room for progression, such a happy atmosphere where everyone is encouraged to shared ideas, work together and be involved with the future success of the business. What a great thing to be a part of" About the role of Complaints Handler Reporting to an approachable, engaging and thoroughly nice Customer Care Manager, you will respond to customer complaints in a transparent, fairly, and timely way. You will be responsible for handling complaints that are reportable to our regulatory body so keeping accurate records of customer contact on our internal systems is paramount. You will be responsible for investigations, response times, and resolutions. You’ll be working in a busy and inbound/outbound environment taking and making calls. You'll need to be a brand ambassador, be polite, professional, and courteous in all customer communications. You will need to adopt a first-time resolution approach and drive a customer care culture. You will need to adhere to industry regulations and standards of service and be fully compliant with the Data Protection Act in all customer contact. Requirements You’ll have experience of complaint handling within a regulated environment. Strong personal, communication and negotiation skills for engagement with customers is essential. You will need to be as honest with a level head and a genuinely care about our customers. We will look to you to instil confidence in our customers therefore strong decision-making skills are essential. You’ll need to be able to explain complex industry processes in a simple and logical way to customers. Have a first-time resolution focus so you’ll need to investigate, collate and analyse information. You will need to be able to deliver solutions in a persuasive way. You’ll need to be able to prioritise and manage your time effectively to meet deadlines. You’ll need to be able to deal with changing priorities in a fast-paced environment Strong organisation skills You'll need to be solution focussed and capable of thinking outside the box to find a solution for the customer. You will need to adopt a first-time resolution approach to avoid re-opened and repeat complaints and gain customer satisfaction. Excellent spelling and grammar in all your written responses whilst being factually correct and empathetic at all times. What we offer 37.5 hours per week Career progression Pension contribution plan 25 day’s holiday plus bank holidays A fantastic Non corporate environment and dress code, fun office environment in the centre of Southampton, a short walk from the central train station.