Complaints Advisor — Customer Care Champion

Zuno; Leeds; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

30 days annual leave + bank holidays

Private medical cover

4 x salary Death in Service cover

Paid 6 months maternity pay

Paid paternity pay

Pension salary sacrifice 6%

Training & development opportunities

Social events

Probationary period benefits

Job summary

Zuno is seeking a dedicated Complaints Officer in Leeds to investigate complaints about company policies and regulatory guidelines. You will provide compliant solutions, maintain records under GDPR, and work to protect the company brand through timely, customer-centric resolutions.

You will collaborate with the Compliance Manager, update the BOXT admin platform, and ensure processes accommodate special circumstances, delivering caring, compassionate service.

Qualifications

• 12+ months’ complaints experience.
• Familiar with owning a customer enquiry/complaint through to resolution.
• Experience delivering right-first-time good outcomes for customers.
• Experience in a fast-paced, vibrant and sometimes pressured environment.
• Caring and compassionate nature.
• Patient and committed to excellence.
• Active listening with empathy.
• Focused on solution, not problem.

Responsibilities

• Handle escalated customer complaints received internally or through alternate feedback avenues.
• Provide appropriate solutions within the time limits.
• Follow up to ensure resolution and customer satisfaction.
• Keep records of customer interactions and file documents in line with GDPR.
• Update BOXT admin platform regularly to ensure information is recorded accurately.
• Assist compliance manager with call recordings for privacy inbox when required.
• Adhere to relevant legislation, regulations and company policies.
• Adapt processes to support customers with special circumstances.
• Perform any other duties as required by management and board.
• Support colleagues across the business including Complaints Manager.

Skills

Complaints handling

End-to-end resolution

Right first-time outcomes

Fast-paced environment

Caring and compassionate

Patient and committed

Active listening

Empathy

Solution-focused

Job description

Zuno is seeking a dedicated Complaints Officer in Leeds to investigate complaints about company policies and regulatory guidelines. You will provide compliant solutions, maintain records under GDPR, and work to protect the company brand through timely, customer-centric resolutions.

You will collaborate with the Compliance Manager, update the BOXT admin platform, and ensure processes accommodate special circumstances, delivering caring, compassionate service.