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Pyramid8 is recruiting for a Complaints Handler / Customer Service role for one of our clients, the largest trade association in the UK (construction industry). They are seeking an individual who can resolve customer queries and uphold the company's reputation.
They are a friendly organization that values teamwork. The role offers Monday – Friday, 9am – 5pm hours, with hybrid working. They pride themselves on their industry reputation, and your responsibilities will include handling queries related to complaints about work carried out by approved providers.
As a clear communicator and attentive listener, you will handle interactions calmly, even with upset customers regarding building disputes. You should possess negotiation skills, maintain a professional and mature approach, and be flexible and able to prioritize under pressure.
Job Role:
1. Act as the first point of contact for Members and their clients, providing information and referring cases to the Dispute Resolution Manager as needed.
2. Respond to email communications within the Dispute Resolution Service.
3. Handle live chat inquiries, offering relevant advice and support within the Dispute Resolution Service.
4. Support the Dispute Resolution Manager with diary management and operational support for the department.
5. Prepare cases for review before Mediation.
6. Process all Conduct Forms, including scanning, uploading, and preparing case files.
7. Conduct Mediation calls within the service and escalate calls when necessary.
8. Assist in preparing materials for the National Standards and Conduct Committee and National Appeal Committee meetings.
9. Draft and send witness statements when required.
10. Update spreadsheets and reports to assist in statistical analysis.
11. Support other Dispute Case Handlers and report issues to the Dispute Resolution Manager.
12. Perform administrative tasks such as post handling, filing, and archiving.
13. Participate in relevant training programs.
14. Perform any other duties reasonably within the scope of the role.
Experience/Skills:
* Experience in handling complaints and managing difficult conversations.
* Excellent attention to detail.
* Negotiation and bargaining skills.
* Ability to remain assertive under pressure.
* Proficiency in drafting letters and emails.
* Strong understanding and experience with Microsoft Office (Word, Excel, Outlook).
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