Complaints Handler


  • £18000 per annum
  • Posted: 12/10/2017
  • Birmingham
  • Job Ref: 041224657
  • Permanent

Job Details

A fantastic opportunity is available for a Complaints Specialist to join a well established Energy provider in Birmingham City Centre.

The role of the Complaints Specialist is to provide an excellent service to both our new and existing customers, across a range of communication channels, including both email and telephony., You will be the welcoming voice our customers hear when something hasn't gone to plan. Having a real passion for providing a fantastic customer service is a key component of the role
-Using your system and industry knowledge, you will actively investigate customer complaints in a timely and effective manner
-Provide suitable resolutions to customer complaints, whilst negotiating on good will gestures
-Providing detailed Management information on the status of complaints you are accountable for.
-Achieve complaint resolution targets whilst maintaining a quality approach to all written and verbal communication with the customer.
-Maintain excellent working relationships with third parties, by providing suitable and timely responses to all complaints
-Accurately record information to meet DPA requirements
-To develop and maintain a good understanding of our internal systems and processes, to ensure an excellent customer experience
-To enhance the customer experience by exceeding their expectations and delivering solutions in a customer focused and timely manner.
-To monitor, action and escalate any issues as appropriate and ensure customers are kept informed of the status of their enquiry.
-To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills

To be considered for this role you must have worked in a contact centre previously and dealt with complaints or have worked in a case management role

-Experience of working in a Utility company is desirable.
-Experience within a Contact Centre environment is a necessity with experience of inbound and outbound call handing, including working to targets.
-Case Management experience is essential
The ability to deal with irate customer's with complex queries.
-Handling resolution of complaints desirable.
-Computer literate, particularly in MS Office and/or service request software
-Strong communication skills, written and verbal.
-Ability to listen attentively, identifying important information and capturing data accurately.
-Problem solving and flexibility

The company are offering a salary of £18,000 plus bonus with hours of Monday to Friday 9am till 17.00pm, a fantastic team environment and benefits

Please click below to apply