Complaints Coordinator

Tarmac; Wolverhampton; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join Tarmac as a Complaints Coordinator, where you'll manage the complaints process from start to finish, ensuring excellent customer service. This mid-senior level role offers an opportunity to contribute to business strategies and improve operational processes in a fast-paced environment.

Benefits

Bonus scheme

Enhanced holiday entitlement

Contributory pension scheme

Access to employee discounts

Employee Assistance helpline

Training and development opportunities

Qualifications

• Excellent customer service skills in a fast-paced environment.
• Confident in the use of IT systems.
• Experience in complaints handling is desirable.

Responsibilities

• Manage the full complaints process, ensuring outstanding customer service.
• Track complaint resolutions and report on customer satisfaction.
• Identify areas for process improvement and escalate high-risk complaints.

Skills

Customer Service Skills

IT System Proficiency

Attention to Detail

Communication Skills

Tenacity and Resilience

Job description

Join to apply for the Complaints Coordinator role at Tarmac

Join to apply for the Complaints Coordinator role at Tarmac

Job Introduction

Are you an experienced

Job Introduction

Are you an experienced Complaints Coordinator looking for your next permanent role? The please read on as we may just have the role for you.

We’re seeking a Complaints Coordinator to join our team we are flexible to your location for this role.

In this role, you’ll manage the full complaints process from start to finish, ensuring outstanding customer service throughout. You’ll coordinate and resolve complaints using our query management system, from initial assignment through to closure. You’ll also track the effectiveness of complaint resolutions and customer satisfaction, working closely with key business stakeholders and providing regular reports — including analysis of aged debt where relevant .

Main Responsibilities

As the successful Complaints Coordinator you will contribute to the strategy of the Mortar Business and functional teams, reporting data and trends from both the complaints handling & query process, proactively identifying and reporting trends to support improvement strategies and drive savings within the business.

Day to day responsibilities of this role will include;

• Holding stakeholders of complaints handling & query process accountable for accurately receipting, investigating & resolving within appropriate procedures and timescales as set out within the Complaint Handling Policy and business KPI’s
• Ensuring integrity and quality of data on both the complaints recording database & query system, including allocation of appropriate, standard codes and capturing standardised costs
• Attending and providing supportive trend and improvement material from complaints & query reporting at management, functional and cross-functional meetings
• Maintaining contact with the customer throughout the process
• Attending reviews of the performance of the complaints handling & query process
• Identifying and escalating high risk complaints
• Process improvement - Identifying areas for improvement and progressing with the respective teams through to implementation
• Cost management, ensuring complaints are managed/resolved in the most cost-efficient method
• Managing customer invoices placed into dispute
• Ensuring cost recovery of complaints linked to supply quality
  
  

The Ideal Candidate

To succeed in the role of a Complaints Coordinator, you will have excellent customer service skills with the ability to prioritise workloads in a fast-paced environment with high levels of accuracy. Previous experience of complaints handling would be highly desirable.

The following is what we are looking for in a future colleague:

• Confident in the use of IT systems
• Positive and approachable in your manner
• Demonstrate first class service, with the providing empathy to our clients and businesses
• A high attention to detail with a positive ‘can-do’ attitude
• Great communication skills with the ability to demonstrate tenacity and resilience when working under pressure
• Enjoy an extremely fast paced; team-based environment
  
  

As mentioned above we are flexible to your location for this role.

At Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better, then have a read of what we have on offer . Tarmac is the UK’s leading sustainable building materials and construction solutions business. Our innovative products and solutions not only deliver the infrastructure needed to grow the UK economy today but also help to create a more sustainable built environment for the country’s long-term future.

Why us

In addition to the role of Complaints Coordinator we also offer an extensive range of career development opportunities and industry-leading rewards, incentives and benefits including:

• Bonus scheme
• Enhanced holiday entitlement
• Contributory pension scheme
• Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
• Access to our Employee Assistance helpline for free and confidential advice
• Access to join our Employee Communities (employee networks) we currently have nine communities inc. (REACH) Religious, Ethnic, Cultural Heritage, LGBTQ+, Parents & carers, Ability, Wellbeing, Female voice and menopause
• Training and development opportunities
  
  

Interested? Why not click here to find out more? Go on... are you ready to build your future?

Interested? Why not click here to find out more? Go on... are you ready to build your future?

Tarmac, a CRH company, is an equal opportunity employer. We are committed to creating an inclusive work environment for all employees and actively encourage applications from all sectors of the community .

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when this happens we sometimes bring the published closing date forward, so please apply promptly to avoid disappointment .

#Tarmac #TarmacCareers #Complaints #Customers #Queries

Tarmac Trading Limited

Tarmac Trading Limited

Attached documents

Job Reference tarmac/TP/67621/6827

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales, Business Development, and Accounting/Auditing

• Industries

  Construction

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