Complaints Handler

Complaints Handler

- Up to £26,000

- Full-time

- Office based

- Hinckley, Leicestershire

We are working with a national business compliance company based in Hinckley, that offers expert advice on HR, Employment Law and Health & Safety to more than 14,000 businesses across the UK. They are a fun, lively and fast-paced business, currently looking for a Complaints Handler to join their thriving team - this is a fantastic opportunity to join a market-leading business and develop your career.


About the job:

In this role, you will be the first point of contact for any issues or concerns raised by clients, and providing them with quick solutions to any issues. You will need fantastic customer service skills, and the ability to enthusiastically discuss any issues in order to provide a friendly and helpful service.

Main Duties & Responsibilities

• Receiving member complaints and retention opportunities
• Responding to all online reviews for the business
• Ensuring all member issues are acknowledged within the complaints procedure
• Ensuring all online reviews are dealt with to a high standard
• Escalating any negative online reviews through the complaints process
• Ensuring any service issues are resolved quickly, always focussing on making sure members are happy and that they continue to use the services
• Understanding all member databases and systems in order to investigate and respond to them
• Taking accountability for giving prompt responses to member queries, service issues and requests to cancel
• Reviewing any service issues to provide an effective handover to Credit Control where applicable
• Maintenance of member profile including additional sites, changes in employee information and undertaking investigations where necessary
• Liaising with Business Development Manager regarding clarification of the members contracted service provision
• Contacting members to activate their account and book the initial appointments in line with service levels and diary booking guidelines
• Receiving member and consultant phone calls and resolving queries, service issues and retention opportunity requests

You

• A can-do attitude
• Thirst for knowledge
• Ability to communicate effectively within the team and over the phone to members
• Ability to work well in a fast-paced environment
• Strong time management skills
• Dynamic and flexible approach

On Offer

• Annual salary up to £26,000
• Monday to Friday, 9 - 5.30
• 25 days holiday + bank holidays, and an additional day off on your birthday