Complaints Handler Administrator
Brook Street
- Milton Keynes
- Temporary
- Full-time
- Acknowledge complaints promptly and professionally, ensuring customers feel heard and valued.
- Investigate complaints thoroughly, gathering relevant information from internal databases, systems, and communication channels.
- Liaise with relevant departments (operations, maintenance, customer service, etc.) to gather additional information and insights into complaint issues.
- Analyse complaint data to identify trends, recurring issues, and areas for improvement.
- Collaborate with cross-functional teams to implement corrective actions and preventive measures to address root causes of complaints.
- Communicate effectively with customers throughout the complaint resolution process, providing updates and ensuring transparency - via email only
- Document complaint resolutions accurately and comprehensively, maintaining detailed records for future reference and analysis.
- Monitor complaint resolution time lines and escalate unresolved issues to appropriate levels of management for further intervention if necessary.
- Proactively identify opportunities to enhance customer satisfaction and loyalty through service improvements and process enhancements.
- Contribute to the development and implementation of training programs for staff to improve complaint handling skills and customer service standards.
- Previous experience in a customer service role
- Complaint's handling experience would be advantageous
- Strong communication skills, both verbal and written, with the ability to interact professionally with customers and colleagues.
- Excellent problem-solving abilities, with a proactive and analytical approach to complaint resolution.
- Attention to detail and accuracy in documenting complaint information and resolutions.
- Ability to work collaboratively in a team environment, coordinating with various departments to address customer concerns effectively.
- Proficiency in using customer relationship management (CRM) software and other relevant tools for complaint tracking and analysis.
- Demonstrated ability to manage multiple tasks simultaneously and prioritise effectively in a fast-paced environment.
- Strong commitment to delivering exceptional customer service and maintaining customer satisfaction levels.