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Complaints Handler

Salary: up to £22,000

Salary type: Dependent upon experience

Location: Highlands Road, Shirley

Business area: Consumer Loan Servicing

Date posted: 2017-09-11

Brief description

Are you looking for a new challenge? Do you have good rapport building skills? Our Customer Relations team are seeking someone to help them review and respond to customer complaints. Could this be the role for you?

Purpose of the role

To build positive relationships with customers, third party businesses, trade bodies and regulators. You will be required to represent the Group in a highly professional manner, dealing with customer concerns sympathetically and positively whilst ensuring that contractual service standards are achieved.

Duties & responsibilities

  • Receive and effectively manage incoming complaint related calls
  • Review new complaints to ascertain the suitability to resolve immediately over the telephone
  • Telephone customers to gain information, conciliate, negotiate and build a rapport
  • Action non-standard complaints including ‘high profile’ on all portfolios
  • Fully investigate the background of customer complaints
  • Ensure that all complaints are resolved to complete satisfaction
  • Produce an effective, well written final response letter that will close the complaint
  • Work closely with other team members, providing assistance where required, to ensure that team targets are consistently achieved
  • Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes

Skills

  • Excellent communication and customer service skills
  • Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency
  • A disciplined approach to work, ensuring that deadlines are always met
  • Ability to organise and prioritise workload

Qualifications and experience

Grade C or above GCSE (or equivalent) in English and Mathematics.

Working hours

37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch).

Training

Relevant training will be provided.

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