Complaints Handler

Permanent role as complaints handler, with well established company based Birmingham Client Details My client is one of the UK's leading home repairs and services companies They pride themselves on our company values, they give all employees a clear objectives Are you able to be the best you can be? Can you take responsibility? Are you professional? Are you empathetic? If you can say yes to the above, this may be the role for you. Description The position - Complaints Handler To review and resolve any incoming customer queries/or complaints from a variety of different sources e.g. Telephone, Email, Letter, Social Media or via commercial accounts. This is a challenging role where the successful candidate would be required to use key skills to listen to any issues our customers' may have experienced and to identify relevant information and provide an appropriate resolution that will improve their customer experience while living by the company core values. Responsibilities Log and acknowledge all complaints coming into the business. To liaise directly with customers, engineers and any third party verbally Constructing accurate, detailing and appropriate responses to customer complaints Conduct detailed and in-depth investigations into all aspects of the customers' complaint Communicate with all levels of management and various departments to assist in resolving customer concerns. Ensuring you keep the customer up-to date with the progress of their complaint Ensuring feedback is provided to the correct department managers to improve the service standards Conduct call audits to assist with the investigation of the customers' concern. Work within strict deadlines to targets, Key Performance Indicators (KPI's) and to adhere fully to business SLA's. Despite the importance of deadlines and targets to reach, a genuine customer focused approach is always essential. Profile Ideally you will have: NVQ level 1 & 2 in Customer Service A background in a customer resolution role The ideal applicant will be/have: A positive, professional and courteous manner at all times Able to empathize with customer scenarios Able to liaise with all levels of staff within the business confidentially Strong literacy and numeracy skills Calm telephone demeanour Problem Solving / Logical Thinking for investigations Be able to work/provide resolutions under pressure Be able to use own initiative to resolve difficult scenarios A good understanding of Microsoft Office Be able to adapt to changes and processes across the business A proven record of handling customer complaints Job Offer £16,000 - £19,000 (OTE) Pension To apply for this position please submit your current CV. Shortlisted applicants will be contacted by phone.