📍 Location: Blackburn
💼 Full-Time | Permanent
The ideal candidate would be essential in transforming our customers experiences. Your work will go beyond answering calls and emails; you’re making a real difference. Your skills in handling and resolving complaints aren’t just helpful, they're essential in making sure our customers feel heard, valued, and satisfied. In this role, you'll have a big part in how we listen to and care for our customers, helping us keep getting better at what we do.
Typical day as a Complaints Advisor:
- Engaging comprehensively with customers to understand their concerns, aiming to collaboratively find effective resolutions.
- Assessing and resolving escalated complaints, making informed decisions to ensure equitable outcomes.
- Ideally, they will be issuing 7 final resolutions letters a day (will look at how many are issued over the week)
- Utilising outstanding communication skills, both orally and in writing, to articulate thoughts and decisions clearly to customers and colleagues.
- Collaborating effectively with various teams, ensuring prompt and efficient responses that prioritise customer satisfaction.
- Serving as a knowledgeable resource in complaint handling, advising colleagues and contributing to business improvements.
- Liaising with key external stakeholders, to ensure exemplary service and professional representation of the business
Required skills:
- Strong experience in complaint management, adept at handling intricate cases with empathy and efficiency.
- Superb communication abilities, evidenced in both verbal and written interactions, coupled with a commitment to exceptional customer service.
- A thorough understanding of and adherence to complaint management policies and procedures.
- A flexible and innovative mindset towards change, continuously seeking opportunities for improvement.
- Analytical skills in interpreting trends and feedback, thereby contributing to significant business improvements.
- Technical skills with experience using complaint resolution systems, Microsoft Office, and general contact management systems.
What’s in It for You?
- Salary - £27,000 - £30,000
- In Office role - 9am - 5pm (Monday - Friday)
- Employee Assistance Programme (EAP)
- Perkbox membership – access to a wide range of employee discounts
- 23 days holiday + 8 bank holidays, increasing with length of service
- Pension contributions
- Life insurance (death in service)
- Private medical insurance after 1 year of service
- Company social events twice a year
- Paid volunteering days
- Your birthday off every year
Interested?
If you're looking to take the next step in your career within a professional and supportive environment, we’d love to hear from you.
Apply today or get in touch to find out more.