Temporary Complaints Handler - 3 months

Office Angels; Greater London; On-site; GBP 22,000 - 32,000; Full time

Job summary

Office Angels in Covent Garden is seeking a Temporary Complaints Handler for a 3-month assignment. The role is fully office-based, starting ASAP, with hours from 09:00 to 18:00 every weekday.

Pay is £19.23 per hour. You will manage a portfolio of complaints, investigate thoroughly, and communicate clearly with customers while ensuring GDPR compliance and policies are followed.

Qualifications

• Proven experience in handling customer complaints or escalated service cases.
• Exceptional written and verbal communication skills.
• Strong investigative and analytical abilities with a focus on problem-solving.
• Ability to manage difficult conversations while making sound decisions.
• Highly organised with the capacity to juggle multiple cases independently and collaboratively.
• Proficiency in CRM/case management systems and MS Office applications.
• Desirable: Previous experience in a regulated industry.
• Desirable: Familiarity with complex complaint investigations and dispute resolution processes.

Responsibilities

• Manage a diverse portfolio of customer complaints, ensuring timely resolution.
• Conduct thorough investigations by reviewing evidence and collaborating with internal teams.
• Assess complaints objectively to deliver fair and balanced outcomes.
• Draught clear, professional written responses and engage in sensitive phone conversations.
• Identify resolutions that balance customer expectations with organisational needs.
• Maintain detailed case notes and ensure compliance with GDPR and company policies.

Skills

Customer complaints

Written communication

Investigative skills

Difficult conversations

Time management

CRM/MS Office

Job description

Are you a skilled communicator with a knack for problem-solving? Do you thrive in a fast-paced environment where your empathy and investigative mindset can shine? If so, we have an exciting opportunity for you to join our client as a Temporary Complaints Handler!

Job Title: Temporary Complaints Handler - 3 months

Location: Covent Garden

Start Date: ASAP
Duration: 3 months

Pay: 19.23

Hours: 09:00 - 18:00 - fully office based

Role Purpose

As a Complaints Handler, you will be the voice of reason for customers, guiding them through their concerns from initial receipt to resolution. Your role is crucial in ensuring that each case is handled professionally, fairly, and in compliance with company policy and regulations.

Key Responsibilities

• Manage a diverse portfolio of customer complaints, ensuring timely resolution.
• Conduct thorough investigations by reviewing evidence and collaborating with internal teams.
• Assess complaints objectively to deliver fair and balanced outcomes.
• Draught clear, professional written responses and engage in sensitive phone conversations.
• Identify resolutions that balance customer expectations with organisational needs.
• Maintain detailed case notes and ensure compliance with GDPR and company policies.

Essential Skills & Experience

• Proven experience in handling customer complaints or escalated service cases.
• Exceptional written and verbal communication skills.
• Strong investigative and analytical abilities with a focus on problem-solving.
• Ability to manage difficult conversations while making sound decisions.
• Highly organised with the capacity to juggle multiple cases independently and collaboratively.
• Proficiency in CRM/case management systems and MS Office applications.

Desirable Experience

• Previous experience in a regulated industry.
• Familiarity with complex complaint investigations and dispute resolution processes.

Personal Attributes

We're looking for a calm, composed individual who is:

• Empathetic yet objective, demonstrating resilience and adaptability.
• Naturally curious with an investigative mindset and a fair, impartial approach.
• A strong collaborator who takes ownership of their work and maintains professionalism under pressure.

Key Competencies

• Complaint investigation
• Dispute & conflict resolution
• Customer service excellence
• Critical thinking & problem solving
• Decision making
• Time management & prioritisation
• Attention to detail

Performance Measures

Your success will be measured by SLA achievement, the quality and accuracy of investigations, documentation accuracy, and compliance with procedures and regulations.

Why Join Us?

This is an excellent opportunity to enhance your skills in a supportive environment while making a real difference for customers. If you're ready to take on this rewarding challenge and help resolve customer concerns with finesse, we'd love to hear from you!

Note: This is a temporary position with the potential for growth and further opportunities within the organisation. Don't miss out on this chance to showcase your talents!