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Complaints Specialist

Complaints Specialist

Posted 13 March by ACS Recruitment Solutions Ltd
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Salary negotiable
Northampton , Northamptonshire
Permanent, full-time
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Posted by ACS Recruitment Solutions Ltd
Complaints Specialist

Northampton

£24,321 + monthly bonus

Monday – Friday  8am – 5pm

ACS are proud to be recruiting on behalf of one of the UKs largest trade businesses, who are growing their complaints department in Northampton. They are looking for a polished service professional, with well-rounded communication skills. Experience in a similar role is essential, as you will be responsible for managing and resolving complaint escalations.

Key Duties:

  • Resolving customer complaints from various channels (written, telephone, social media) within the agreed timescales and standards.  
  • Proactive customer communication throughout the complaint journey either via phone or email in line with customer preference.
  • Ensure all relevant information is obtained from the customer and they are provided with clear updates of action being taken to resolve the complaint.
  • Prioritise workload to ensure both individual and company targets are met. Including the timely management or multiple complex cases at any one time.
  • Accurately updating of internal customer management systems, ensuring to record all relevant information.
  • Make decisions using experience and judgement and negotiate/agree resolutions.
  • Liaise with external regulatory bodies, when needed to ensure customer issues are resolved fairly and satisfactorily.
  • Communication with customers, colleagues, and any 3rd party companies at all levels both internally and externally in a professional manner.
  • Demonstrate extensive knowledge and understanding of Consumer Legislation and Statutory Rights where necessary.
  • Maintain personal motivation and positivity in a negative and stressful environment due to the nature of the role.
  • Working independently and as part of a team to deliver against targets and KPI’s as well as offering a consistent service and rationale for all actions taken and decisions made.


The ideal candidate:

  • Previous experience in a fast paced complaint handling / service role
  • Good communication skills both written and verbal
  • Ability to manage large work volumes, and remaining calm under pressure
  • An excellent telephone manner
  • Motivated, and can prioritise tasks
  • Patience and resilience, with proven experience providing a high level of customer care
  • Consistently high levels of accuracy and quality


In return they will offer you:

  • Save-as-you-earn scheme
  • Competitive departmental bonus
  • Contributory pension scheme
  • Colleague discount
  • Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme.
  • Employee Assistance programme

Reference: 52309973

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