Our client has a permanent vacancy for a Complaints Investigation Coordinator. You will be part of the Performance Management, Quality and Audit Team, responsible for ensuring the business works efficiently, effectively and to high standards by monitoring and evaluation performance. This role is the first point of contact for all customer complaints, mainly written. You will monitor the progress of complaints, including liaison with internal departments to ensure that the complaint is dealt with efficiently and to consistently improve upon and deliver high levels of internal and external customer service. Ensuring that complaints are responded to in a timely manner by thorough monitoring of the internal complaints system. Ensure that phone calls are answered timely. To ensure that all data entry and administrative work is carried out accurately and in a timely manner by keeping the Complaint inbox up to date and that all complaints are logged on the internal complaints system. Meet the required quality standards of operation through the monitoring of the internal complaints system responses and closures Work with colleagues responding to complaints to ensure handling processes are clear and adhered to Identify opportunities to improve the complaint handling process to ensure customer satisfaction Requirements • Strong writing skills • Ability to investigate • Excellent communication skills with a confident and professional telephone manner • Proficient in the use of Microsoft including Excel, Word and Power Point • Strong attention to detail. • Able to work on your initiative and in a team • Able to adapt quickly in a fast-paced environment and able to remain calm under pressure. • Maintain a professional manner while dealing with customer complaints • Experience in a Customer Service environment Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.
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If you wish to speak to a consultant please call us on:
01908 726 030/
01908 726 062