Complaints Executive

Complaints Executive

Job Title: Complaints Executive
Contract Type: Permanent
Location: Petersfield, Hampshire
Salary: Negotiable
Start Date: ASAP
Reference: BBBH4099_1509551348
Contact Name: Dynamite Recruitment
Contact Email:
Job Published: November 01, 2017 15:49

Job Description

Complaints Executive

Location: Petersfield

Salary: negotiable based on experience

Hours of work: Monday to Friday, 9am to 5.30pm with an unpaid hour for lunch

Dynamite Recruitment is delighted to be working in partnership with a very well-established and fast growing business based in Hampshire.

Due to huge growth plans our client is looking to increase their customer service and complaints team and recruit a complaints Handler to join their busy team.

Company benefits include :

  • 25 days annual leave + bank holidays
  • Sick Pay at full pay 1-20 days, half pay between 21-40 days
  • Auto Enrolment Pension Scheme
  • Life Assurance 4 x your basic salary
  • Long Term Disability Insurance (after 2 years' service)
  • On-going Training and Professional Development
  • Free to use gymnasium & keep fit classes
  • Weekly, fresh fruit supply provided by the business
  • Free tea, coffee
  • Free on-site parking

As a Complaints Handler you will be responsible for the following tasks

  • Act as a specialist complaints handler
  • Respond and resolve customer complaints that are escalated from other parts of the business
  • Identify early resolution complaints and those which can be escalated for quick resolution in line with the company complaints policy.
  • Manage a case load effectively and pro-actively to ensure that the principle of "Treating Customers Fairly" is maintained at all times.
  • Develop reporting procedures and root cause analysis information and provide feedback on existing and emerging trends.
  • Liaise closely with internal departments and suppliers, brokers, mechanical engineers etc.
  • Provide the customer with a comprehensive and clear communication following resolution of the complaint
  • Ensure that feedback is provided to the appropriate Line Manager regarding the outcome of a complaint
  • Ensure that once a complaint is closed, the account is handed back to the relevant department
  • Arrange and follow up on, any compensation or other action offered to a customer
  • Use the online credit reference agency websites to view, and update customer files

The Ideal Candidate:

  • Demonstrable experience of Complaints & Resolution
  • Excellent English skills (prefer minimum A level) with strong letter writing skills
  • Confident, and if necessary, authoritative on the phone
  • Be able to take responsible decisions on behalf of the company
  • Ability to take responsibility for the "tidy up" procedures on complaint closure
  • strong interpersonal and influencing skills
  • excellent written skills
  • Ability to prioritise workload
  • Ability to present cases to the Management Team
  • Work independently as well as part of a team
  • Strong customer service and telephone skills
  • Good negotiating skills
  • Active and enquiring mind
  • Demonstrate high levels of customer empathy
  • Practical Problem skills as well as a "common sense" approach

To be considered please submit your CV Immediately

Keywords: "Early Resolution" "Complaints Handler" customer service , financial services , FCA

Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.