Do you have a knack for helping people in stressful situations? Do you have experience in managing customer complaints? If so, then this is the job you've been searching for!!!!
Benefits
On going support and training
3% pension
33 days annual leave (including bank holidays)
Christmas Shutdown
Life Insurance
Career progression
Our client are one of the largest and most successful debt resolution companies in the UK and they're looking to expand their head office team with the addition of a complaints officer. This close-knit, friendly, fun team are looking for someone who has good complaints handling experience with customers who is looking for a permanent full time position!
Investigate, resolve, and respond to customer complaints by liaising with internal departments and utility clients to gather relevant information and provide accurate, timely responses.
Ensure all complaints are resolved within regulatory and contractual timeframes, maintaining compliance and service standards.
Communicate professionally and empathetically with customers via email and written correspondence, simplifying complex or sensitive issues to support understanding.
Manage and record all incoming and outgoing communications.
Clearly explain debt collection processes and account statuses to customers, aiming to de-escalate concerns and rebuild trust.
Consistently meet individual and team KPIs, actively participate in monthly one-to-one meetings, and pursue continuous professional development
Provide constructive feedback and identify training needs for Customer Contact and Field Agents based on insights gained from resolved complaints.
Maintain accurate and detailed records of complaint investigations, analysing data to identify trends and reporting findings to the Compliance Manager.
Ensure fair, consistent, and respectful treatment of client customers across all interactions.
Appropriately escalate urgent matters and communicate findings constructively across relevant departments.
Assist in the processing of Data Subject Access Requests (DSARs) in accordance with GDPR and company procedures.
Apply immediately to avoid disappointment, this role will be gone quickly