Login to Apply

Complaints Handler (Hybrid)

Hale, Manchester

Monday – Friday 8:30am -5:30pm

£13ph

Temporary – Permanent 

We are seeking a detail-oriented and customer-focused Complaints Handler to join our client’s team. The successful candidate will be responsible for managing and resolving customer complaints efficiently, ensuring a high level of customer satisfaction, and maintaining compliance with company policies and industry regulations.

Key Responsibilities

Receive, log, and investigate customer complaints through various channels (email, phone, social media, and written correspondence).
Conduct thorough investigations, gathering all necessary information and liaising with relevant departments.
Conduct Outbound Calls
Provide clear, fair, and timely responses to complaints, ensuring adherence to company policies and regulatory requirements.
Maintain accurate and detailed records of complaints and resolutions within internal systems.
Identify recurring issues and recommend improvements to reduce complaints and enhance the customer experience.
Work collaboratively with internal teams to resolve complaints efficiently and prevent future occurrences.
Ensure compliance with industry regulations and best practices in complaints handling.
Prepare reports and insights on complaint trends for senior management. 

Key Requirements

Proven experience in a complaints handling, customer service, or dispute resolution role.
Excellent communication skills, both written and verbal.
Strong problem-solving abilities and attention to detail.
Ability to manage multiple complaints simultaneously while maintaining a high level of accuracy and professionalism.
Proficiency in using customer service software and Microsoft Office Suite.
Knowledge of industry regulations and compliance requirements (depending on the sector).
Empathy, patience, and the ability to remain calm under pressure.
Strong negotiation and conflict resolution skills