Customer Service Advisor Complaints Handler / Complaint Resolution Advisor (AWDO-P12887) in Salford)

Customer Service Advisor Complaints Handler who has experience of responding to customer complaints or queries within a regulated environment and has the ability to analyse data is required for an established call centre that has built its reputation by providing specialised, and compassionate engagement services to clients.

SALARY: £25,000 - £26,000 per annum + Generous Benefits (see below)

LOCATION: Salford Quays, Manchester (M5 3EF) with Hybrid working options available after probationary period

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 hours per week based on a shift rota

Monday – Thursday (alternating 8am-4pm and 10am-6pm)

Friday (alternating 8am-4.00pm and 9.30am-5.30pm)

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor Complaints Handler who has experience of responding to customer complaints or queries within a regulated environment and has the ability to analyse data.

The role of the Customer Service Advisor Complaints Handler requires great attention to detail and excellent communication skills both written and verbal.

Working as the Customer Service Advisor Complaints Handler you will be based in a compliance driven Call Centre environment and will need to be a self-motivated, articulate communicator who is professional with excellent IT skills.

DUTIES

1. Day to day de-escalation of customer concerns and complaints through inbound and outbound telephone calls and written confirmation of the outcome of the complaint to the customer
2. Reporting the resolution and/or escalation to the compliance team through excel reporting
3. Writing bespoke emails and letters to help resolve customer issues
4. Raising trends and similarities in concerns and complaints with key internal and external stakeholders
5. Compiling complaint reports for internal and external stakeholders
6. Other complaint related project work as required from time to time
7. Providing feedback as required
8. Conducting analysis of complaints received
9. Attending client audits to discuss results of complaints and trends if required
10. To support the business with complaint related questions and queries as they arise
11. Assisting the CSU Team Manager with reports and any other activities as required

CANDIDATE REQUIREMENTS

Essential

1. Experience of responding to customer complaints or queries by telephone and in writing within a FCA or other regulated environment
2. Experience of analysing data and presenting results in written reports
3. Demonstrating the ability to manage your time effectively and prioritise tasks
4. GCSE Grade ‘C’ or above in English Language
5. Computer literate

Preferred but not essential:

1. Working in a Complaint department within the Consumer Credit industry or Financial Services industry
2. Writing reports to clients and internal stakeholders
3. Conducting trend analysis
4. Educated to degree level or equivalent

BENEFITS

The company offer a range of programmes and benefits to help their people and their families stay healthy and happy, including:

1. Secure reserved car parking space and excellent transport links
2. 31 days holidays per year including 8 bank holidays
3. Healthcare Scheme*
4. Company pension plan*
5. Life Assurance*
6. Salary Sacrifice Schemes*
7. Various discounts and other incentives*

*Qualifying period applies

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P12887