Complaints Handler

Job title: Complaints Handler

Location: Stoke Poges

Contract length: 3-6 Months

Hours: Monday-Friday (35 hours per week)

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for a Complaints Handler on behalf of a well known company in the Engineering, Energy, Rail and Healthcare sectors.

Job role

In this role you will work as a Complaints Specialist as part of a Customer Relations team to provide evidence based dispute resolution for both Customers and Partners. This role is within the Operations department and provides enhanced levels of customer service for customers with more complex concerns or disputes. Where a dispute involves one of our partners, we will mediate between the two parties to reach a mutually acceptable resolution.

The role is responsible for:

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Effectively liaise with internal and external customers by telephone, letter and e-mail in response to complaints or disputes.

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To investigate all customer disputes in a fair and impartial manner.

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To use an evidence based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.

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To work with colleagues in other departments to find appropriate solutions to all customer disputes, keeping the TCF guidelines foremost at all times.

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Ensure Customer Records are kept up to date and accurate.

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Proactively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods.

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In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer’s experience and lead to business efficiencies.

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To be able to work to industry and regulatory guidelines and time frames.

To be considered for the Complaints Handler role you must have the below skills and experience:

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Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.

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Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment.

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Experience of complaint management or dispute resolution.

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Experience in using Microsoft Office packages.

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Excellent Communication skills – both verbal and written.

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Good organisational and time management skills.

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Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable.

We are committed to providing equal employment opportunities and encourage all qualified candidates to apply. While the hiring process may not be expedited, we urge all interested candidates to submit their applications promptly to ensure their consideration.

To apply, please follow the instructions on our application portal. We look forward to receiving your application