Job Title:
Temporary Complaint Handler
Location:
Hybrid/Wolverhampton
Contract:
Fixed-term 3–6 months
Salary:
£ £
Role Purpose:
To provide temporary support to the Customer Services Team by managing and resolving complaints effectively and efficiently; ensuring service delivery standards are maintained and contributing to a positive customer experience.
Key Responsibilities:
* Manage complaints end-to-end, including logging, acknowledging, investigating, and drafting responses.
* Monitor and manage pre-complaints to prevent escalation.
* Support the team in meeting complaint handling KPIs and internal deadlines.
* Contribute to lessons learned and process improvements to enhance the customer experience.
* Maintain an accurate and comprehensive audit trail in line with internal requirements.
Reason for Role:
This temporary role is essential to maintain operational performance and ensure complaints are handled efficiently and effectively.
To achieve our objectives and alleviate pressure, we require an experienced complaint handler who can hit the ground running, making an effective contribution to the team from the outset.
Required Skills & Experience:
* Extensive experience handling complaints in a regulated environment.
* Strong organisational and time management skills.
* Excellent verbal and written communication skills to effectively interact with customers and colleagues.
* Ability to work under pressure and prioritise tasks effectively ensuring attention to detail is maintained.
* Adhere to company policies and regulatory guidelines when handling complaints
* Assist with preparation of reports on complaints, including numbers received, nature of complaints, resolutions and any trends identified
* Ability to understand and empathise with customers, especially in stressful situations.