Complaints Handler

We are currently looking for a Complaints Handler to work as part of the resolution team, with a well-established Chemical Manufacturer based in Hertfordshire who supply their products on a global scale! The role gives the Complaints Handler the opportunity to join a developing team, at an exciting time who strive to provide an exceptional customer experience and revolutionise how complaints are handled and resolved!

Key responsibilities for the Complaints Handler:

1. Resolve customer complaints relating to orders, deliveries, damaged goods and incorrect pricing.
2. Provide first contact resolution and ensure that customers are kept up to date and a resolution is reached.
3. Work proactively to understand and manage key issues/problems and drivers of customer satisfaction, using root cause analysis to drive both corrective & preventative actions, continually working to drive continuous improvements.
4. Represent the company principles and values through each customer interaction, ensuring it is friendly, professional and efficient.
5. Take a proactive approach in ensuring customers are well informed, from initial communication through to completion.
6. Coordinate internal and external investigations to ensure a timely resolution is achieved, maintaining accurate records of decisions made and processing and approving credit notes and returns.

Experience required for the Complaints Handler:

1. Experience working in a fast-paced customer service administration environment, with direct complaints resolution experience.
2. Able to demonstrate great communication skills, showing confidence over the telephone and through computer systems.
3. Fantastic attention to detail, able to follow procedures as per company policy when processing customer complaints, with a sound understanding of identifying the root cause of complaints to prevent further issues in the future.
4. Good understanding of customer service, documentation, processes, and overall order book management.
5. Competence with SAP software or similar CRM system.

If you have the skills and experience required for the role of Complaints Handler, please click on the link below to apply directly!