Mploy Staff – Recruitment Poole, Bournemouth, Christchurch, Salisbury, Dorchester & Andover

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Complaints Handler

Posted: 12th August 2019
Salary: £24000 - £25000 per annum
Location: Bournemouth,Dorset
Reference: CHA

Complaints Handler – Bournemouth

Our client is a customer focused company and they are looking for someone to join their busy Complaints team in order to resolve customer complaints, handle case investigations and deal with any written correspondence that comes in.

Key Responsibilities:

  • Act as the first point of contact for customers by acknowledging complaints and informing them of the complaints process;
  • Conduct investigations into complaints received and reaching an outcome based on the merits of each case;
  • Communicate your findings and outcome to customers;
  • Complete root cause analysis to understanding the reason behind complaints which are upheld and escalate any common trends;
  • Assist with any necessary feedback to individual agents, managers or teams;
  • Identify areas of systems, processes or training that may cause complaints and implement ways to improve them; promoting positive business change.

Required Skills:

  • Excellent written communication skills
  • Experience of working within a complaints
  • Basic knowledge of FCA guidelines and principles desirable
  • Customer focused, with a polite and empathetic telephone manner
  • Demonstrated attention to detail and accuracy of work
  • Ability to manage workload to ensure targets and timescales are met
  • Able to show initiative and make appropriate decisions
  • Strong computer skills

Salary:

24-25k + many additional benefits