Customer Complaints Handler

Tes; Sheffield; Hybrid; GBP 23,000 - 28,000; Full time

Job description

Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #981

11 March 2025

Title: Customer Complaints Handler

Location: Sheffield (3 days a week in office, 2 days at home)

Fixed Term Contract - 6 Months - Possible Permanent option dependent on performance and business need

Salary: up to £28,000

Role Overview:

Tes is the world's largest professional network for teachers. Through our innovative products, we power schools and enable great teaching worldwide. By creating trusted educational solutions, we make the greatest difference in education.

The successful candidate will have experience in complaints handling and resolution, demonstrating the ability to communicate, present, and influence effectively. Excellent listening, negotiation, and presentation skills are essential, along with strong verbal and written communication.

You will be highly organised with a proven ability to multi-task and prioritise effectively. A high level of attention to detail and commitment to quality is key. You will thrive on challenges and be naturally resilient.

Key Responsibilities:

1. Take ownership of a pipeline of complaints and manage them to resolution.
2. Identify the root cause of issues and aim to resolve both the fault and complaint efficiently. Ensure all relevant facts and information are recorded, logged, and passed on to the relevant departments.
3. Manage a variety of complex customer-facing issues with confidence.
4. Work within agreed departmental SLA’s for answering calls, emails, and handling escalations.
5. Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
6. Analyse complaint and survey data to identify areas for continuous improvement, feeding insights back to relevant stakeholders.
7. Act as the voice of the customer in internal projects, offering insights from a customer perspective.

What Will You Need to Succeed?

1. 3+ years of experience in managing customer complaints.
2. Experience working to deadlines and prioritising workloads.
3. Confident and articulate telephone manner, capable of handling difficult conversations.
4. Ability to work independently and collaboratively within a team.
5. Experience conducting detailed and complex investigations.
6. Strong analytical skills with the ability to make sound, common-sense judgments.
7. Problem-solving skills to achieve practical solutions.
8. Ability to work under pressure and meet tight deadlines.
9. Ability to provide constructive feedback to support continuous improvement and staff development.
10. A customer-centric mindset, striving for first-contact resolution and solution-driven engagement.
11. Strong attention to detail and thorough understanding of all Tes products and services.

What Do You Get in Return?

1. 25 days annual leave rising to 30.
2. State-of-the-art city centre offices.
3. Access to a range of benefits via My Benefits World.
4. Discounted city centre parking.
5. Free fruit delivered weekly.
6. Free breakfast cereals.
7. Free soft and hot drinks.
8. Free eye care cover.
9. Free health cover.
10. Life Assurance.
11. Cycle to Work Scheme.
12. Referral Scheme.
13. Season Ticket Loan.
14. Employee Assistance Programme (EAP).
15. Paid-for monthly social events.
16. Access to an extensive Learning and Development menu.

Who Are Tes?

Tes Global is a global digital education company that has been supporting educators for over 100 years. We power schools and enable great teaching worldwide by creating intelligent online products and services that make a significant impact in education.

With more than 13.7 million education professionals and enthusiasts in our online community, using over 900,000 classroom resources and working relationships with 25,000 schools in over 100 countries, we have the scale to make a real difference. Our innovative products and services support recruitment, initial teacher training, continuous professional development, safeguarding training, and compliance. We also provide digital tools to help teachers succeed in the classroom and connect educators online for sharing expertise, resources, and vital education news.

Tes is a leader in using digital technology to simplify school operations and enhance teaching effectiveness. Our services play a crucial role in helping educators worldwide deliver high-quality education to millions of students.

We are proud of our people-centric culture, where everyone shares a common goal: to support and connect teachers and schools worldwide, ultimately improving children's lives through education.

Tes Global ensures all qualified applicants receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, or disability. We invite applicants to contact us directly for any additional support required.