Complaints Handler

Jobwise; Blackburn; Presencial; GBP 27 000 - 35 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private healthcare

Life insurance

Bonus scheme

Free on-site parking

Birthday day off

Resumo da oferta

Jobwise in Blackburn is seeking a Complaints Handler to join a busy customer services team. You will handle complaints, escalations and queries by phone and email, investigate issues and ensure responses meet professional, fair standards in a regulated environment.

You will manage a varied caseload, update records, and work with colleagues across teams to maintain high service levels. The role offers an employer with excellent benefits and real potential for long-term career development within a

Qualificações

• Previous experience handling customer complaints, escalations or complex queries.
• Experience in customer service, claims or contact centre.
• Confident communicating with customers by phone and email.
• Empathetic, professional approach to sensitive situations.
• Strong written and verbal communication; good organisational skills.

Responsabilidades

• Handling customer complaints and escalated queries, ensuring matters are dealt with professionally and sensitively.
• Speaking with customers by telephone and email to understand concerns and provide solutions.
• Managing a varied caseload, ensuring complaints are progressed and deadlines are met.
• Investigating complaints, reviewing information and case records to establish what happened and what action is needed.
• Updating customer records including interactions, actions taken and outcomes.
• Working within company procedures and the standards expected within a regulated environment.
• Identifying recurring issues and trends in complaints and customer feedback.
• Working closely with colleagues across other teams to help maintain high standards of customer service.

Conhecimentos

Customer service

Complaint handling

Communication

Case management

Descrição da oferta de emprego

Looking for a great career move in customer services, helping customers resolve their concerns while making sure they receive the highest standard of service?

Based in modern offices in the centre of Blackburn, this is an opportunity to join a successful and expanding business as a Complaints Handler. You'll deal with customer complaints, queries and escalated issues, making sure each one is handled professionally, fairly and with the right level of care.

With a salary of up to £35,000 and an excellent benefits package, this role offers the chance to use your customer service and problem-solving skills in a professional, regulated environment, while developing your knowledge and building a genuine long-term career.

What will you be doing as a Complaints Handler?

• Handling customer complaints and escalated queries, making sure each matter is dealt with professionally and sensitively
• Speaking with customers by telephone and email to understand their concerns and provide solutions
• Managing a varied caseload, ensuring complaints are progressed and deadlines are met
• Investigating complaints, reviewing information and case records to establish what has happened and what action is needed
• Updating of customer records including interactions, actions taken and outcomes
• Working within company procedures and the standards expected within a regulated environment
• Identifying recurring issues and trends in complaints and customer feedback
• Working closely with colleagues across other teams to help maintain high standards of customer service

What's in it for you?

• A salary of £27,000 to £35,000, depending on experience
• 23 days' holiday plus bank holidays, increasing over time to 30 days
• An extra day off for your birthday
• The option to buy additional holidays
• Private healthcare after one year's service
• Life insurance worth three times your annual salary
• Bonus scheme based on company performance
• Long-service awards and milestone gifts
• Company events
• Free on-site parking
• Rewards of up to £200 for suggestions that help improve the business
• Excellent opportunities for career development and professional qualifications

Why would you join this company?

You’ll be joining a successful and expanding business where customer care, quality and compliance are important. As a Complaints Handler, you’ll have the opportunity to make a real difference to customers, helping resolve their concerns while ensuring they receive a professional and positive experience.

It’s a role where you’ll be trusted to take ownership of your caseload and use your judgement, working closely with colleagues across the wider business. As the company continues to grow, there are also genuine opportunities to develop your skills and progress your career.

What we’re looking for:

• What’s essential:
• Previous experience handling customer complaints, escalations or complex customer queries
• Experience working in a customer service, claims or contact centre environment
• Confident communicating with customers by telephone and email
• A professional and empathetic approach when dealing with difficult or sensitive situations
• Strong verbal and written communication skillsGood organisational skills and the ability to manage your own workload and caseload
• What’s helpful but not essential:
• Experience within a legal, financial services or claims environment
• An awareness of SRA regulatory requirements and/or FCA Consumer Duty

The Essentials:

Hours: 9am-5pm Monday to Friday (30 minutes lunch)

Location: Blackburn town centre

Job type: Permanent