Complaint Handler
- Sheffield
- Permanent
- Full-time
- Investigating and resolving complaints at first point of contact to drive a strong customer experience.
- Determining appropriate redress utilising gestures of goodwill etc.
- Be able to coach and develop less senior members of staff.
- Identifying and escalating any inconsistency issues in relation to quality and competency checking.
- Identifying opportunities to build customer relationships and provide excellent customer service.
- Looking for and escalating root cause trends and issues that arise by process, product or complaint type, including gaps in policies and guidelines.
- Checking Customer accounts and manage any gaps or process anomalies using multiple data points.
- Appropriate experience in a customer service environment.
- Appropriate complaint handling experience preferably within the automotive industry.
- Relevant system and PC skills – including excel
- Thorough knowledge of complaints framework, procedures and technical standards
- FCA standards for complaint handling
- Good numeracy and literacy skills.
- Able to identify key complaint root causes and work with the wider business to influence reduction in complaint volumes.
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
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