Complaints Handler

Gloucester

£26,000 - £28,000

Permanent

Our client is looking for an experienced complaints handler to join them in the Gloucester office, this is a new role that will have the opportunity to build, grow and develop

Key Responsibilities – Complaints Handler

• Provide a robust high quality case management service.
• Act as a champion for the company values.
• Acknowledge, respond and resolve all aftersales cases within KPI standards.
• Proactively assist the Customer Success Manager and Quality & Supplier Manager on delivering advice to the Customer Success teams on products and how to handle initial enquiries.
• Ensure compliance with company policies and processes, and that these are effectively communicated and embedded across other departments in the business.
• Work closely with the Quality & Supplier Manager and other departments of the business, to gain a full understanding of key drivers in relation to aftersales.
• Assist the Customer Success Manager in ensuring compliance of company policies, ensuring that policies are developed, reviewed and maintained appropriately in accordance with company standards.
• Proactively attend meetings with the Quality and Supplier Manager to support with aftersales resolution.
• Support the Customer Success teams to ensure that aftersales are resolved at an early stage, including providing training to support resolution where necessary.
• Support the development of the company Case Management System.
• Support other activities as required in the Customer Success Teams.

Qualifications & Requirements – Complaints Handler

• Experience and thorough understanding of the essential principles of Aftersales/Case/Complaint handling procedures
• Demonstrable experience of handling complex aftersales issues, with the ability to remain professional and in control at all times.
• Experience in developing systems ensuring adherence with policies and processes.
• Experience of dealing with customer complaints and ability to resolve to a satisfactory conclusion for all parties.
• High levels of commercial awareness.
• Knowledge of confidentiality, GDPR, procedures and legislation.
• Demonstrable experience of managing multiple priorities whilst working to a deadline.
• Excellent written skills, including reports, emails and complaint responses.
• Excellent verbal communication skills, including the ability to communicate with colleagues at all levels of the organisation as well as customers.
• Ability to manage and resolve cases under pressure.
• Ability to demonstrate empathy, tact, and firmness across a range of situations with business customers.

What we can offer – Complaints Handler

• Company pension
• Free Parking
• Life insurance
• Private medical insurance

For more information on this role, please contact Zoey Bunn on (phone number removed) or send a copy of your CV to (url removed)

Omega Resource Group is acting as an Employment Agency in relation to this vacancy. 

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors. 

Candidates who are currently a complaints handler, complaints champion, complaints administrator, or complaints expert may be suitable for this position

For details of other opportunities available within your chosen field please visit our website (url removed)

Omega is an employment business specialising in opportunities at all levels within the Engineering, Manufacturing, Aerospace, Automotive, Electronics, Defence, Scientific, Energy & Renewables and Tech sectors.