Complaints Representatives

Dimensions (UK) Ltd.; Epsom and Ewell; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services organization in the UK seeks a Complaints Representative to enhance customer service by efficiently managing complaints. The role involves investigating customer issues, identifying trends, and improving resolution processes. Ideal candidates will have a strong background in customer service, particularly in complaints handling, with excellent analytical and communication skills. The position offers a comprehensive benefits package, including a bonus and hybrid working options post-probation.

Benefits

Annual bonus

Pension

Generous holiday entitlement

Hybrid working

Free parking

Social events

Qualifications

• Proven experience in customer service focused on complaints resolution.
• Detail-oriented with strong analytical skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Act as the first point of contact for customer complaints.
• Conduct in-depth investigations into complaints.
• Develop and maintain complaints packs showing trends.
• Perform quality checks on resolutions.
• Provide feedback to Customer Service teams.
• Lead engagement meetings with other departments.

Skills

Customer service experience

Complaints handling

Analytical skills

Written communication

Verbal communication

Job description

Overview

Do you want to work for an award winning financial services organisation that are renowned for ensuring their employees are looked after, together offering ongoing training and career development? They are now seeking some additional Complaints Representatives who will be fully responsible for ensuring the highest standards of service in handling customer complaints, identifying trends, and improving resolution at the first point of contact. You will focus on investigating complaints, providing insight through complaints packs, and driving improvements in customer service processes across the business.

Responsibilities

• Acting as the first point of contact for customer complaints, ensuring they are handled efficiently and professionally to maximise resolution at first contact.
• Conduct fully in-depth investigations into customer complaints, identifying root causes, and drafting comprehensive responses to ensure a fair and consistent approach.
• Developing and maintaining complaints packs that highlight key trends, recurring issues, and areas for service improvement.
• Performing quality checks on complaint resolutions and customer interactions to ensure adherence to company standards and regulatory guidelines.
• Provide feedback and coaching to Customer Service teams to enhance complaint handling skills and reduce repeat issues.
• Lead engagement meetings/share best practise with other departments to improve complaint resolution at 1st point of contact.

Qualifications

It is essential that you possess proven experience in customer service with a strong focus on complaints handling and resolution, gained either in the financial services, banking and insurance or even someone who might have dealt with PPI/Car type claims. You will be detail oriented with strong analytical skills (experience in reporting and identifying trends from customer data would be useful), coupled with excellent written and verbal communication skills, be able to identify vulnerability and adapt to different needs and ensure clear and professional complaint responses.

Benefits

Offering an excellent remuneration and benefits package that includes an annual bonus, pension, generous holiday entitlement, hybrid working (after probationary period), free parking, and various social events throughout the year, further information is available on application.