Average Complaints Handler salary in the UK

About the role: Our Complaints team is looking for an enthusiastic, highly-organised, and detail-oriented person to play an active role in the quality assurance and customer service of our growing company. As a Complaints Handler, you will report into our Complaints Manager and your primary responsibility will be managing complaints from our customers. You'll act as a key person for ensuring complaints are acknowledged promptly and handled professionally. Your excellent problem-solving skills will be crucial, as you thoroughly investigate issues, liaising with both clients and internal staff. Your focus will always be on resolving customer issues efficiently, within SLAs, while maintaining a strong emphasis on customer resolution and retention. Regular communication with the management team will also be part of your role, providing them with updates on progress. You'll also be responsible for root-cause analysis, quality control, and cooperation with regulatory bodies. Additionally, you'll contribute to continuous improvement efforts by providing feedback on how we can improve internal processes within the company to provide a better service for our customers. This role is perfect for someone who thrives in a fast-paced environment and has a solution-focused approach. What your role will look like: · Receive and acknowledge all complaints in line with our Complaints Procedure and regulatory deadlines. · Thoroughly investigate all complaints through discussion with the customer and appropriate internal staff. · Resolve all complaints in a timely manner focused on client resolution and retention · Liaise with Customer Care Team Shift Managers and our Service Provider Business Partner to investigate and resolve complaints. · Through complaint investigation and analysis you will provide feedback to management on how we can develop service delivery to improve customer satisfaction. What you bring: · Complaints handling/Customer service experience desired but not essential. · Ability to follow policies, processes and training. · Ability to explain/rationalise and redress, based on customer impact. · Ability to manage a varied workload with fixed deadlines. · Excellent attention to detail and ability to review situations holistically. · Strong working knowledge of Excel, Word and Outlook and willingness to learn and utilise several systems. · Excellent verbal and written communication skills. Benefits: * Company events * Company pension * 30 days holiday plus bank holidays * Learning & development * Performance related bonus & ongoing initiatives * Refer a Friend scheme * Free on-site parking Schedule: · 8 hour shift (Between 8am - 5pm) · Monday to Friday · No weekends Work Location: Knutsford, Cheshire WA16 8RB

As an Executive Complaints Handler, you will be the final escalation point for our customers whilst liaising with third party organisations. You'll be delivering a first-class customer experience and will deal with high-level complaints, including CEO, Media, MP and third-party agencies. What we want you to do Resolve all high-level complaints to a high standard within set timescales, whilst ensuring a first-class customer service.Prepare and submit Ombudsman/third party case files to a high standard whilst considering customer experience and commercial aspects associated to Clear Business.Where appropriate, challenge third party decisions using your strong negotiation skills and fact-based evidence to support.Implement customer remedies within agreed SLA’s and regulations. Share best practice in resolving customer complaints to improve front end resolution.Successfully negotiate with customers, coming to a fair and amicable resolution whilst balancing customer expectations and commercial aspects.Identify and feedback trends from third parties to aid Continuous improvement. Work side by side with improvement teams to help deliver improvement initiatives.Work towards KPI’s and SLAs as agreed with the Executive Complaints Team Manager. Make recommendations to help improve performance levels.Work closely with Complaint Champions to understand early complaint trends and utilise information to make recommendations.Make sure that systems are updated with accurate account information.Using your exceptional in-depth working knowledge of complaints handling, ensure that activity complies with regulatory requirements, GDPR and quality standards.Hold and demonstrate an in-depth knowledge of our systems, processes, products, and services.Create and evidence excellent working relationships across our colleague community. Act as a mentor to complaint champions and support the team coach/team manager to deliver learning and development.Work with the Executive team manager to make changes to complaint frameworks and process improvements, where required. What success in the role looks like Consistently achieves successful complaint resolutions.Provide clear and detailed casefiles, achieving the right commercial and customer outcomes.Achieve all agreed objectives and QA measures.Provide required feedback in a constructive manner to aid Continuous Improvement.Actively seek personal development. What you need to have already done to be right for this role Experience in investigating and resolving high level complaints in a high performing and technically skilled role is essential.Experience in understanding and responding to third party requests for information is essential.Proven and demonstrable experience balancing customer experience against commercial considerations.Experience liaising with and communicating with third party organisations is essential.Proven experience in handling a demanding caseload in a highly skilled and fast paced environment.Demonstrable strong negotiation skills used in a customer facing and third-party contact environment. Skills A confident and clear communication style.Ability to stay calm and deliver under pressure.Self-motivated and able to work on your own initiative.Resilient with strong negotiation skills is essential.Ability to identify own development needs, keeping up to date with industry standards. Qualifications and other requirements Previous experience working in a technically skilled role within the Telecoms, energy or water industry is essential.Demonstrable knowledge of industry standards and regulation relating to complaint frameworks.A curious nature with the want to challenge the Status Quo.IT literate with excellent working knowledge in the effective use of Microsoft (Word, Excel PowerPoint) is essential. Previous experience using Power-Bi would be beneficial.Previous expert experience utilising customer information management systems essentialPrevious experience working within a continuous improvement/data insight led role is desirable.Previous experience presenting customer data led findings, with a view to making recommendations to senior stakeholders is preferred.Should take ownership of development, without being prompted, to stay up to date with best practices. Shares learnings with colleagues and leaders. In return for your hard work, you’ll get It takes all kinds of people to make Clear Business the success that we are, and we’ve got a range of benefits to make sure everyone is happy. Pension contributions and life assurance coverage.Generous discounts at numerous high street and online retailers.25 days of annual leave, increasing to 28 days based on tenure.Enjoy your birthday off every year.Ability to purchase up to 10 additional holidays and sell up to 5 days per year.Cycle to work and travel loans for people wanting a greener commute.Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice. The important extras Hybrid working model: the choice to work remotely for three days.Engage in charity fundraising and volunteering activities as part of our giving back initiative.Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings.Full time/Permanent contract of 37.5 hours per week.No weekends and every bank holiday off. What happens next If you’re looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click 'Apply’ today to take the next step in your career. Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams. All successful candidates will be subject to pre-employment checks.

We have an exciting opportunity for a Senior Customer Complaints Handler todeliver a consistent, fair, and impartial complaints investigation process for our customers and provide a point of contact for our complainants, leading, and coordinating investigations and responses, and most importantly keeping the customer up to date with the progress of their complaint. At FCH diversity is the cornerstone of our values and culture. We believe in creating a workplace where every voice is heard, valued, and respected. Diversity is about embracing a multitude of perspectives, experiences, and backgrounds that enrich our collective understanding and drive innovation. By fostering an inclusive environment, we empower our colleagues, ensuring that everyone has equal opportunities to thrive and contribute to our shared success. If you're passionate about making a difference and believe in the power of diversity and inclusion, we invite you to join us in shaping a brighter future together. We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity. Not only this, but we aim to put our people first by offering hybrid/agile working (dependant on position), a great pension scheme (up to 12% employer contributions!) and many other benefits which show our appreciation for the hard work that everyone puts in here. We each work to our Freebridge Values; Belong, Own It, Think Customer, One Team One Purpose and Be the Change. In line with our five-year strategy, we are looking to build 750 new homes by 2026! This five-year strategy will drive us towards our long-term ambitions for the next 10-20 years and these first five years will be critical in laying the groundwork, investing in properties and people, hitting new targets and really making a difference. Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King's Lynn and West Norfolk. Today, we own and manage around 7,000 homes across West Norfolk, making a difference to thousands of customers within communities across an area of almost 550 square miles. We have an annual turnover of £30m and employ well over 200 people, including our own Property Services team. Over the last 14 years, there have been numerous achievements, not least delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. Requirements Manages formal complaints at a stage 2 level through various channels of communication, taking responsibility for the complaint from start to finish, providing a professional response in line with the Housing Ombudsman complaint handling codeInvestigates, with the support of the relevant departments and service managers, all complaints and compile a suitable response to formal complaints with a focus on the customers experience aiming for early resolution where possible and ensuring all communications are fully documentedResponsible for compiling stage 2 letters to customers and responses in line with Ombudsman guidelines, ensuring letter are concise, legally compliant and address the complainants issues allowing us to fully explain our position and whether the complaint is upheld or notProactively manages own case load using own initiative along to manage complex cases and potentially difficult customers, with a diplomatic resolution-oriented approachProvides a monthly report to all heads of service outlining and findings of complaints at stage 2 level to ensure remedial actions from complaints are delivered by relevant staff and the wider business with learnings being recorded Knowledge and Experience Background in customer services or experience gained in customer service environment Background in working with a range of customers and understanding of the needs of social housing customers Experience in complaint handling and the legal frameworkStrong interpersonal and communication skillsHigh level of literacy and numeracy Benefits £31,213 per annumFull time of 37 hours a week, Monday to FridayGreat Pension SchemeFull access to an Employee Assistance ProgramCustomer focused, team working environmentEmployee discount perks including 100s of high street discounts 25 days holiday + bank holidays (rising to 30 days after 5 years)