Complaints Specialist

Complaints Specialist

Northampton

£24,231 + monthly bonus

Monday – Friday  8am – 5pm

ACS are proud to be recruiting on behalf of one of the UKs largest trade businesses, who are growing their complaints department in Northampton. They are looking for a polished service professional, with well-rounded communication skills. Experience in a similar role is essential, as you will be responsible for managing and resolving complaint escalations.

Key Duties:

Resolving customer complaints from various channels (written, telephone, social media) within the agreed timescales and standards.  
Proactive customer communication throughout the complaint journey either via phone or email in line with customer preference.
Ensure all relevant information is obtained from the customer and they are provided with clear updates of action being taken to resolve the complaint.
Prioritise workload to ensure both individual and company targets are met. Including the timely management or multiple complex cases at any one time.
Accurately updating of internal customer management systems, ensuring to record all relevant information.
Make decisions using experience and judgement and negotiate/agree resolutions.
Liaise with external regulatory bodies, when needed to ensure customer issues are resolved fairly and satisfactorily.
Communication with customers, colleagues, and any 3rd party companies at all levels both internally and externally in a professional manner.
Demonstrate extensive knowledge and understanding of Consumer Legislation and Statutory Rights where necessary.
Maintain personal motivation and positivity in a negative and stressful environment due to the nature of the role.
Working independently and as part of a team to deliver against targets and KPI’s as well as offering a consistent service and rationale for all actions taken and decisions made. 

The ideal candidate:

Previous experience in a fast paced complaint handling / service role
Good communication skills both written and verbal
Ability to manage large work volumes, and remaining calm under pressure
An excellent telephone manner
Motivated, and can prioritise tasks
Patience and resilience, with proven experience providing a high level of customer care
Consistently high levels of accuracy and quality 

In return they will offer you:

Save-as-you-earn scheme
Competitive departmental bonus
Contributory pension scheme
Colleague discount
Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme.
Employee Assistance programme