Senior Customer Complaints Handler

Senior Customer Complaints Advisor

40 hours per week

Monday to Friday

Salary circa £21,000

Role overview:

As Senior Customer Complaints Advisor, you will manage all customer matters, including dissatisfaction via multiple communication channels.

The role

  • Resolution of all customer matters or general queries efficiently and effectively and in line with Company timescales
  • Management of escalated and complex complaints from customers through to successful resolution adhering to Company procedures
  • Identification and investigation of the real customer matter in order to provide the right solution
  • Escalation of all matters when needed to internal experts as may be required for support
  • Educates customers in relation to matters in a positive and professional manner
  • Provides supervision to team members
  • Maintains customer contact to deliver resolutions ensuring all records are up to date, accurate and accessible
  • Provides status update reports on a regular basis and initiates escalation process as required
  • Monitors and provides solutions for feedback required from e-commerce sites regarding unusual activity & escalates as required

The person

  • Previous experience working within a similar environment is essential including where performance is measured through targets
  • Excellent communication and interpersonal skills
  • Confident and passionate to provide exceptional customer care
  • Excellent organisational and IT skills
  • Proficient in customer care techniques
  • Able to deal with vast amounts of data and information without being overwhelmed
  • Excellent problem solving skills coupled with the ability to interpret customer requirements
  • Able to remain calm in difficult and challenging circumstances
  • Rational, thoughtful and precise decision making abilities
  • Able to interpret and apply procedures
  • Responsive to the needs of the customer and the organisations expectations
  • Able to expedite issues without sacrificing quality
  • Able to work on own initiative as well as embracing the team element
  • Possessive of an action orientation and a proactive approach to the completion of tasks and projects

This role will suit candidates with a strong background within complaints handling / complaints management and specifically when dealing with product complaints as opposed to service complaints as the client is a product provider not a service provider.

If you feel you have the necessary skills and experience please apply by attaching a full CV.

Job Information

Job Reference: NS/COMPLAINTSHANDLER_1619524170
Salary:
Salary From: £21000
Salary To: £22000
Job Industries: Call Centre and Customer Service
Job Locations: Halesowen, West Midlands
Job Types: Permanent
Job Skills: Customer Complaints, Customer Service, Complaints Handling

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