Job Title: Complaints Handler
Location: Barrow-in-Furness, Cumbria
An exciting opportunity has arisen for an enthusiastic, innovative, and confident individual to join our Member Services Team. We are looking for a driven individual with a high level of customer service experience.
We are driven by our values, putting the community first in everything we do. We expect our colleagues' values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants.
In this role you will:
- Support members where complaints are escalated, investigating, resolving and communicating the outcome of complaints in an effective and timely manner.
- Engage with members via various channels including telephone, email and post, supporting the wider Operation with member queries during times of peak demand.
- Provide feedback to the business where improvement opportunities are identified following investigation of complaints.
- Coach and develop front line complaint handling practices to support others' complaint handling skills to prevent complaints being unnecessarily escalated.
- Carry out root cause analysis, identifying trends and themes in member dissatisfaction and make improvement suggestions to prevent future member dissatisfaction.
- Horizon scan, using Financial Ombudsman findings and regulatory publications, identifying points of interest, and read across before providing these insights into the society.
What you will bring:
- Good knowledge of complaints handling processes and timelines.
- Experience of handling member dissatisfaction, along with excellent communication skills.
What you can expect from us:
- Minimum 25 days holidays, plus Bank Holidays, Birthday Holiday, 'Christmas Shopping' Day, Moving House Day.
- Competitive pension with up to 10% employer contribution.
- A comprehensive benefit package.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.