Complaints Specialist

Michelle Denny Recruitment are delighted to be working with a repeat client who are looking to add a new member to their complaints department. As the Complaints Specialist, you will taking up any complaints and investigating before delivering initial findings in line with guidance provided by the industry ombudsman.
 
Our ideal candidate will be a resilient person with an outgoing personality, enabling you to deal with stakeholders both internally and externally.
 
Your key tasks…
Receive and respond to customer complaints through all channels. 
Actively listening to customers.
Analysing complaints thoroughly and liaising with multiple departments. 
Providing prompt and accurate resolutions to customer complaints, ensuring that issues are addressed effectively and in compliance with company policies and procedures. 
Record keeping effectively for correspondence with customers and departments. 
Identify recurring issues or trends in customer complaints and provide feedback to relevant departments for process improvements. 
Responding where due to our social media log to try and turn people’s experiences around. What you will need to demonstrate…
Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders.
Strong problem-solving and analytical skills, with the ability to investigate and resolve complex issues. 
Proficient in customer service principles and practices, with a focus on customer satisfaction. 
Ability to have challenging conversations internally and externally. 
Excellent attention to detail and organisation skills with the ability to maintain accurate records and documentation. 
Patience, empathy, and the ability to remain calm and professional in stressful situations. 
Familiarity with relevant laws, regulations, and industry standards related to customer service and complaint handling (preferred).  
In return…
 
You will be joining a pivotal team within a rapidly growing, market leading business at a key time – as such, you will offered the highly competitive salary of up to £29,000 plus benefits and the future progression that a growing company can offer