Complaints Handler

Cummins Mellor; Blackburn; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Employee Assistance Programme (EAP)

Perkbox

23 days holiday + 8 bank holidays

Pension contributions

Life insurance

Private medical insurance

Company social events

Paid volunteering days

Your birthday off

Job summary

Cummins Mellor is seeking a Complaints Advisor in Blackburn for a full-time, in-office role. You will handle and resolve customer complaints, ensuring they feel heard, valued and satisfied. The position focuses on quality service and process improvement.

The role emphasizes empathetic communication, adherence to policies, and collaboration across teams to deliver timely resolutions and positive customer experiences.

Qualifications

• Experience in complaint management with empathy and efficiency.
• Excellent written and spoken communication for customer interactions.
• Knowledge of complaint policies and procedures and how to apply them.
• Flexibility and willingness to adapt and implement improvements.

Responsibilities

• Engage with customers to understand concerns and collaboratively resolve them.
• Assess and resolve escalated complaints to ensure fair outcomes.
• Aim to issue seven final resolution letters per day on average.
• Communicate clearly with customers and colleagues, both orally and in writing.
• Collaborate with multiple teams to provide prompt, effective responses.
• Act as a resource on complaint handling and contribute to business improvements.
• Liaise with external stakeholders to exemplify professional service.

Skills

Complaint handling

Customer service

Communication skills

Policy adherence

Analytical skills

MS Office

Tools

Complaint resolution systems

CRM systems

Job description

Location: Blackburn
Full-Time | Permanent | In Office role

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