Complaints Handler

Time Recruitment Solutions Ltd; Altrincham; Hybrid; GBP 28,000; Full time

Job description

Portuguese Speaking Complaints Handler

Location:
Altrincham (Hybrid: 2 days in office, 3 days remote)

Salary:
£27,500 per annum

Department:
Customer Service

Role Overview:
Are you passionate about delivering exceptional customer service? We are looking for a Customer Complaints Agent to join a thriving customer support team. In this role, you will manage customer complaints, ensuring resolutions are reached efficiently and professionally, all while maintaining a high level of customer satisfaction.

This position requires someone who has excellent communication skills, a problem-solving mindset, and a customer-focused approach to helping uphold the company's reputation.

Key Responsibilities:

1. Complaint Handling:
   Manage and resolve customer complaints across various channels (email, phone, and live chat) within company policies, ensuring a timely and effective resolution.
2. Investigation & Resolution:
   Conduct thorough investigations into complaints, liaising with internal teams to find fair and suitable outcomes.
3. Customer Communication:
   Maintain clear, empathetic, and professional communication with customers, keeping them updated on progress and final resolutions.
4. Record Keeping & Reporting:
   Accurately document complaints, resolutions, and escalations within the company's systems to ensure compliance and continuous improvement.
5. Compliance & Policies:
   Ensure all complaints are managed according to internal policies, industry regulations, and legal requirements.
6. Collaboration:
   Work alongside colleagues in customer support, operations, and other departments to resolve complaints quickly and effectively.
7. Escalation Management:
   Identify complex complaints and escalate them to senior team members or management as needed to ensure appropriate resolutions.
8. Customer Advocacy:
   Act as the voice of the customer by providing valuable insights into recurring issues and helping to improve the overall customer experience.

Skills & Experience:

1. Customer Service Experience:
   Strong background in customer service, with experience handling complaints and resolving conflicts.
2. Excellent Communication:
   Outstanding written and verbal communication skills across email, live chat, and phone, with the ability to manage difficult situations professionally and empathetically.
3. Problem-Solving:
   Analytical and solution-focused, with the ability to identify the root causes of complaints and implement effective solutions.
4. Attention to Detail:
   High attention to detail in documenting customer interactions and resolutions accurately.
5. Resilience & Adaptability:
   Ability to remain calm under pressure, handle challenging situations, and adapt to a fast-paced environment.
6. Time Management:
   Strong organisational skills, with the ability to prioritise and manage multiple complaints simultaneously.
7. Tech-Savvy:
   Comfortable using CRM systems, email, and chat support tools to manage customer interactions.
8. Regulatory Awareness:
   A solid understanding of industry regulations, data protection laws, and consumer rights is advantageous.
9. Team Player:
   Ability to collaborate and work effectively in a team environment.
10. Financial Services Experience (Preferred):
    Experience in a financial services environment is advantageous, as it provides an understanding of regulations and customer expectations.

If you are an empathetic and professional communicator with a passion for solving problems and providing excellent customer service, we'd love to hear from you. Apply today and become a key member of a forward-thinking customer support team.