Customer Service/ Complaints Officer

Room at the Top Recruitment; Stanstead St Margarets; Hybrid; GBP 20,000 - 24,000; Full time

Job summary

A local recruitment agency in Stanstead Abbotts is looking for a Customer Service/Complaints Officer. This permanent position involves providing mediation support, managing consumer disputes, and ensuring compliance with relevant legislation. The role offers a salary of £24,000, 35 hours per week, and includes benefits such as private health care and a company pension. Hybrid working is available after training.

Benefits

24 days holiday entitlement

Company Pension

Private Health Care

Qualifications

• Experience handling complaints in accordance with the Consumer Rights Act 2015.
• Ability to manage customer inquiries and disputes through mediation.
• Proven ability to communicate effectively with customers.

Responsibilities

• Provide service support via mediation to clients and the public.
• Manage consumer disputes and respond to complaints professionally.
• Track trends of complaints and report to the supervisor.

Skills

Strong communication skills

Negotiating skills

Problem solving abilities

Empathetic communication

Professional telephone manner

Job description

Overview

Customer Service/ Complaints Officer – two positions available. Location: Stanstead Abbotts. Salary: £24,000. This is a permanent role with 35 hours per week, 9am – 5pm, Monday – Friday. Benefits include holiday entitlement of 24 days per year plus Bank Holidays, Company Pension, Private Health Care and other benefits. Hybrid working is offered (3 days in the office, 2 days from home) once training has been completed.

Responsibilities

• Provide accurate and efficient service support to our client base and the general public via mediation.
• Manage consumer disputes through mediation between the consumer and retailer, ensuring unbiased and impartial support.
• Develop and case manage complaints, ensuring compliance with the Consumer Rights Act 2015.
• Respond formally to complaints in a professional manner, by email and telephone.
• Communicate effectively to acknowledge all complaints 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 potential vulnerabilities of customers to the Mediation Supervisor.
• Undertake ad hoc tasks as needed.
• There may be a requirement to undertake other duties from time to time as reasonably required.

Skills / Targets

• Ensure all complaints are handled in line with the Consumer Rights Act 2015.
• Maximise individual performance.
• Actively invite feedback via Trustpilot to help keep the score above 4.
• Strong communication and negotiating skills.
• Good problem solving abilities.
• Professional telephone manner.
• Empathetic and articulate in communications.
• Confident to use own initiative and work as part of a team.