Complaints Handler (Written)
Location: Watford (Hybrid - 2 days from home after training)
Salary: Up to £28,000 pro rata
Contract: Full-time, 6 month FTC with potential to be extended
Are you an excellent communicator with a passion for delivering fair outcomes and great customer experiences? We're looking for a Written Complaints Handler to join our team in Watford. This is an exciting opportunity to play a key role in resolving customer issues with professionalism, accuracy, and empathy.
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Key Responsibilities
o Investigate and resolve customer complaints thoroughly and fairly, ensuring all outcomes are accurate, compliant, and in line with company and regulatory standards.
o Produce clear, high-quality written correspondence that reflects the company's values and tone of voice.
o Identify customer requirements and work to resolve retail and player queries, including account issues, customer enquiries, and system-related matters.
o Escalate complex or contentious issues to the appropriate business areas.
o Carry out ad-hoc data entry and administrative tasks as required.
o Participate in training sessions to maintain and develop your knowledge.
o Act as a brand ambassador, promoting the company positively while meeting performance targets (KPIs).
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What Experience We're Looking For
o Proven experience in complaint handling and customer correspondence within a regulated or customer-focused environment.
o Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically.
o Awareness of working in a regulated business and adhering to relevant standards.
o Strong sense of customer advocacy and commitment to excellent service.
o Experience working collaboratively within a team environment.
o Competent user of Microsoft Office Suite (Word, Excel, Outlook, etc.).
o Ability to work effectively across multiple departments and manage relationships with key stakeholders.
Brook Street NMR is acting as an Employment Business in relation to this vacancy.