Senior Complaints Handler

Posted 27 April by Dynamite Recruitment Solutions Ltd
£32,000 - £33,000 per annum
Eastleigh , Hampshire
Permanent, full-time
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Posted by Dynamite Recruitment Solutions Ltd
Senior Complaints Handler

Location :Hybrid working once you have been through a training period Location of the office is Eastleigh

Salary @ £32000- £33000

Hours of work: 37 hour per week Monday to Friday

Duration:  You will work for 12 weeks on a temporary basis with the view to remain with the business permanently

Start Date: Immediate start required.

Dynamite Recruitment is delighted to be working in partnership with a very well-established and fast-growing organisation based in Hampshire, our client is looking to recruit Senior Complaints Handlers / Customer Relations Officers to join their busy team.

As a Senior Complaints Handler /Customer Relations Officer you will be responsible for:
  • Work as part of a specialist complaints department to deal with customers who have a complaint to make or who are disgruntled with the service that they have been provided with
  • These complaints will be a stage 2 whereby you will be assisting with the final stages of the complaint.
  • Respond and resolve customer complaints and escalations through thorough investigations.
  • Liaise with internal departments and third parties to manage the enquiry with professionalism.
  • Liaising and develop a working relationship with external stakeholders, including the Housing Ombudsman, contractors, and local councillors.
  • To provide a solution to customers within satisfactory timescales
  • Ensure that feedback is provided to the appropriate Line Manager regarding the outcome of a complaint.
  • Follow up with the customer if necessary and to ensure that a bad situation is turned into a positive one.
  • To respond to customers’ needs in person and via email.
  • Identify areas of our systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities.
  The Ideal Complaints Handler will have/be:
  • Demonstrable experience of Complaints & Resolution / have worked within a customer service role where you have managed complaints at a senior level.
  • Experience of working within a complaint handling role, with the ability to analyse complex complaints and customer feedback issues and evidence findings.
  • Excellent English skills with strong letter writing skills.
  • Confident, and if necessary, authoritative on the phone.
  • Strong interpersonal and influencing skills.
  • Ability to prioritise workload
  • Work independently as well as part of a team.
  • Strong customer service and telephone skills.
  • Good negotiating skills.
  To be considered please submit your CV Immediately. 

INDC

Reference: 52545309

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