Complaints Specialist

Michael Page (UK); Watford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A well-known recruitment agency in Watford seeks a Complaints Specialist to join their Customer Service team. This role involves responding to customer complaints, conducting thorough investigations, and ensuring compliance with policies while contributing to a positive customer experience. The ideal candidate has strong communication skills and a background in customer service. This FTC role offers potential for permanency with competitive pay and benefits including medical cover and annual leave.

Benefits

Competitive salary negotiable

Company bonus scheme

Matched pension contributions up to 8.5%

26 days annual leave plus 2 Life Days

Complimentary private medical cover

Qualifications

• Strong communication skills with focus on accuracy and clarity.
• Experience in handling customer complaints or a similar role.
• Ability to manage time effectively in a fast-paced environment.
• Attention to detail and proactive approach to problem-solving.
• Familiarity with industry regulations.

Responsibilities

• Respond to written customer complaints promptly.
• Investigate and resolve customer issues according to policies.
• Maintain accurate records of correspondence.
• Collaborate with internal departments for information.
• Ensure compliance with industry regulations.
• Identify recurring issues and suggest process improvements.
• Update customers regarding complaint status.
• Contribute to positive customer experience.

Skills

Strong written communication skills

Experience in handling customer complaints

Ability to work independently

Attention to detail

Problem-solving approach

Familiarity with customer service best practices

Job description

• Nationally renowned organisation based in Watford
• Immediate start, FTC role with likelihood to become permanent

About Our Client

The employer is a medium-sized organisation within the leisure, travel & tourism industry, known for its commitment to providing outstanding customer service. They offer a structured environment with clear processes and a focus on delivering an excellent customer experience. Due to ongoing projects, they are currently recruiting for a Complaints Specialist to join their Customer Service team, initially on a FTC basis until March but with strong likelihood to become permanent as the organisation is growing. The ideal candidate will have a background in customer services, specifically resolving customer complaints, undertaking investigations to resolve any issues. The candidate must be able to respond to customers in an empathetic and professional manner.

Job Description

• Respond to written customer complaints promptly and professionally.
• Investigate and resolve customer issues in accordance with company policies.
• Maintain accurate records of correspondence and actions taken.
• Collaborate with internal departments to gather necessary information.
• Ensure compliance with industry regulations and guidelines.
• Identify recurring issues and suggest potential improvements to processes.
• Provide updates to customers regarding the status of their complaints.
• Contribute to a positive customer experience through professional communication.

The Successful Applicant

A successful Complaints Specialist should have:

• Strong written communication skills with a focus on accuracy and clarity.
• Experience in handling customer complaints or a similar role.
• Ability to work independently and manage time effectively.
• Attention to detail and a proactive approach to problem‑solving.
• Familiarity with industry regulations and customer service best practices.
• Live locally to Watford
• Available to start ASAP

What's on Offer

• Competitive salary negotiable depending on experience
• Company bonus scheme.
• Matched pension contributions up to 8.5%.
• 26 days annual leave plus 2 Life Days and bank holidays.
• Complimentary private medical cover.