Customer Service/ Complaints Officer

Room at the Top Recruitment; Stanstead St Margarets; Hybrid; GBP 24,000; Full time

Job summary

A recruitment agency in the UK is seeking a Customer Service/Complaints Officer to facilitate consumer dispute resolutions and handle complaints in a professional manner. The ideal candidate will possess strong communication skills, problem-solving ability, and be confident in managing complaints in compliance with legal standards. This is a permanent role offering a salary of £24,000, with hybrid working options after training.

Benefits

24 days holiday plus Bank Holidays

Company Pension

Private Health Care

Qualifications

• Ensuring all complaints are handled in line with the Consumer Rights Act 2015.
• Maximising individual performance.
• Actively inviting feedback via Trustpilot to maintain a score above 4.

Responsibilities

• Consumer dispute resolution via mediation between consumer and retailer.
• Development and case management of complaints, ensuring compliance with the Consumer Rights Act 2015.
• Respond formally to complaints in a professional manner, by email and telephone.
• Be an effective communicator and ensure all complaints are acknowledged in a timely manner.
• Support the Management team as required.
• Handle incoming calls and general customer service inquiries.
• Track trends of cases and report directly to the Mediation Supervisor.
• Highlight any media threats or possible vulnerabilities of customers directly to the Mediation Supervisor.
• Ad hoc tasks.

Skills

Strong communication and negotiating skills

Good problem solving

Professional telephone manner

Empathetic

Articulate

Confident to use own initiative and work as part of a team

Job description

Overview

Customer Service/ Complaints Officer roles for two positions with a busy client based in Stanstead Abbotts. Salary £24,000. Permanent role. Hours: 35 per week, 9am – 5pm, Monday to Friday. Hybrid working (3 days in the office, 2 days from home) after training. Benefits include 24 days holiday plus Bank Holidays, Company Pension, Private Health Care and other benefits.

Responsibilities

• Consumer dispute resolution via mediation between consumer and retailer.
• Development and case management of complaints, ensuring compliance with the Consumer Rights Act 2015.
• Respond formally to complaints in a professional manner, by email and telephone.
• Be an effective communicator and ensure all complaints are acknowledged in a timely manner.
• Support the Management team as required.
• Handle incoming calls and general customer service inquiries.
• Track trends of cases and report directly to the Mediation Supervisor.
• Highlight any media threats or possible vulnerabilities of customers directly to the Mediation Supervisor.
• Ad hoc tasks.
• May be required to undertake other duties from time to time as reasonably required.

Skills / Requirements

• Ensuring all complaints are handled in line with the Consumer Rights Act 2015.
• Maximising individual performance.
• Actively inviting feedback via Trustpilot to maintain a score above 4.
• Strong communication and negotiating skills.
• Good problem solving.
• Professional telephone manner.
• Empathetic.
• Articulate.
• Confident to use own initiative and work as part of a team.