Complaints Handler

Dynamite Recruitment; Eastleigh; Hybrid; GBP 33,000 - 40,000; Full time

Job summary

Dynamite Recruitment is seeking a Complaints Handler/Customer Relations Officer in Eastleigh for a 12-week temporary role with hybrid working after training.

The role pays £18.97 per hour (c. £36k) and involves handling complaints, resolving escalations, and liaising with internal teams and third parties to provide timely solutions.

Qualifications

• Experience with complaints handling and resolution within a customer service setting.
• You must have experience writing formal letter responses.
• Excellent English with strong letter-writing skills.

Responsibilities

• Work as part of a specialist complaints department to deal with customers who have a complaint to make or who are disgruntled with the service that they have been provided with.
• Respond and resolve customer complaints and escalations.
• Liaise with internal departments and third parties to manage the enquiry with professionalism.
• Provide a solution to customers within satisfactory timescales.
• Ensure that feedback is provided to the appropriate Line Manager regarding the outcome of a complaint.
• Follow up with the customer if necessary and to ensure that a bad situation is turned into a positive one.
• Respond to customers’ needs in person and via email.

Skills

Complaints handling

Customer service

Letter writing

Phone communication

Interpersonal skills

Job description

Complaints Handler
Location: Eastleigh- Hybrid working 2 days from home after a training period

This is a temporary role for 12 weeks- with potential opportunities to remain with the organsation

Salary: £18.97 per hour (36K)
Hours of work: 37 hours per week – 8.30AM to 5PM

Our client is looking to recruit Complaints Handler/Customer Relations Officers to join their busy team.
As a Complaints Handler/Customer Relations Officer you will be responsible for:

• Work as part of a specialist complaints department to deal with customers who have a complaint to make or who are disgruntled with the service that they have been provided with
• Respond and resolve customer complaints and escalations.
• Liaise with internal departments and third parties to manage the enquiry with professionalism.
• To provide a solution to customers within satisfactory timescales
• Ensure that feedback is provided to the appropriate Line Manager regarding the outcome of a complaint.
• Follow up with the customer if necessary and to ensure that a bad situation is turned into a positive one.
• To respond to customers’ needs in person and via email.

The Ideal Complaints Handler will have/be:

• Demonstrable experience of Complaints & Resolution / have worked within a customer service role where you have managed challenging situations.
• You must have had complaints experience where they have had to write formal letter responses.
• Excellent English skills with strong letter writing skills.
• Confident, and if necessary, authoritative on the phone.
• Strong interpersonal and influencing skills.
• Ability to prioritise workload.
• Work independently as well as part of a team.
• Strong customer service and telephone skills.
• Good negotiating skills.

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