Average Complaints Officer salary in the UK

Complaints Handler £25k p.a Manchester City Centre (Fully on-site) Monday-Friday, 9am-5pm Job Purpose To be responsible for the day-to-day management of Service Issues, being first point of contact for both client and internal teams to always ensure the highest level of service. Working for a International consultancy firm providing expert services in HR and Employment Law for Businesses across the UK, who have been providing these services for over 40 years and have huge growth plans in place. Job Overview This is a hands-on role with a real focus on delivering exceptional outcomes. You will manage all service issues in line with company SLA's as a minimum requirement, ensuring customer expectations are managed at all times. You will maintain the highest level of professionalism, whilst focusing on quick and efficient solution whenever possible. As a Resolution Specialist communication is key to delivering a world class service both internally and externally. Day-to-Day Responsibilities To be the key person for receiving client service issues To ensure that all client service issues whether verbal or written are acknowledged in line with the complaints procedure.To ensure that all client service issues are thoroughly investigated through discussion with the client and appropriate internal staff.To ensure that all client service issues are resolved in a timely manner and at all times focused on client resolution and retention.To understand all our client databases and systems in order to adequately investigate and respond to the client. Key Skills Excellent attention to detail and problem solving skillsExcellent standard of communication written and verballyAbility to manage your own time and workload confidentlyBe the first point of contact for both client and internal stakeholders.Be able to challenge and influence at a senior levelHave a solution focused approach, keeping the client updated throughout, going above and beyond to resolve quickly and efficiently, within SLA.Collaborate and conduct regular meeting across the business to ensure high quality outcomes.Provide regular updates to the management team on progress. The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation. Job Goals and Metrics Ensure all service issues are dealt within departmental SLA.50% resolutions in 24 hours (not Technical)50% resolutions in 72 hours (technical)Average of 30 cases rolling at any one timeAverage quality score of Minimum 3.75+Talk Time Minimum 3.5 hoursEnsure regular updates to management showing trend analysis.Develop training and support tools to aid improvement.Have regular face to face catch ups with key departments.Maintain less than 5% RED as a team.Share successes and challenges within the business. What is Required? A "can-do" attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team.Ability to work in a fast paced environment.Strong time management skills.A dynamic and flexible approach, as well as the ability to work under pressure. Why Join the Team? This is a fantastic multi award winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors. The office is fast-paced and busy so we look for colleagues who have a positive and results focused attitude. Through training and development we make sure that everyone who works here has the resources they need to build their careers. Benefits (and more) 25 days' holiday, plus bank holidaysDay off on your birthdayCash plan for you (and your children, if any)Holidays increase after 2- and 5-years' serviceContractual sick payPrivate medical insurance after 5 years' servicePension Plan and Life Insurance Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

Job Title/Location: Complaints Handler, Surrey/WFHSalary: To £30,000 bonus pensionOffice/WFH: Office based training, then 3-days office & 2-days WFH per weekRequirements: Experience in complaints handling, reporting & identifying trends with strong analytical skills. This experience must be within Financial Services, Banking, Insurance or other regulated industries. More info below.Role Snapshot: Investigating complaints, providing insight through complaint packs and driving improvements in customer service processes across several teams.The Company: Our client is an innovative, established business that has expanded well over the last 4-5 years, now standing at around 180-200 people with product demand increasing.The Role: Your remit in this Complaints Handler role is to ensure the highest standards of service in handling customer complaints, identifying trends and improving resolution at the first point of contact. Key responsibilities include:Act as first point of contact for customer complaints, ensuring they are handled efficiently and professionally to maximise resolution at first contact.Conduct in-depth complaint investigations, identifying root causes and drafting comprehensive responses to ensure a fair and consistent approach.Develop & maintain complaint packs that highlight key trends, recurring issues & areas for improvement. Present findings to management to drive proactive solutions.Perform quality checks on complaint resolutions and customer interactions to ensure adherence to company standards and regulatory guidelines.Help to coach Customer Service teams to enhance complaint handling skills.Collaborate with internal stakeholders to improve processes, streamline complaint handling, and enhance customer experience.Lead engagement meetings/share best practise with other departments.Skills / Experience Required: For the Complaints Handler role our client will consider a range of backgrounds. These include experience in complaints handling, reporting & identifying trends with strong analytical skills, awareness of consumer duty/customer protection regulations, people with PPI/car/motor claims experience and exposure to vulnerable customers. Also those able to conduct root cause analysis and provide solutions. This experience must be within Financial Services, Banking, Insurance or another regulated industry and you must have a confident telephone manner.Additional Information: The salary for this Complaints Handler role is up to £30,000 bonus, pension to 16%, free parking, life & health benefits. A lovely working environment, a progressive business with a track record of training and developing people. Please apply below.The Complaints Handler role is one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 30 years of experience in this field. Areas of focus include administration, compliance, business analysis, customer service, project/programme management, paraplanners, sales support, marketing, underwriters and group risk/employee benefits related roles. Check the website and feel free to call Darren Snell at any time.

What’s in it for you?Immediate start available | Gain valuable experience in a supportive environment | Contribute to positive change by resolving issues for customers Must Have’s• Proven experience in complaints handling - this is essential!• Strong customer service background with clear, confident communication skills• Able to handle sensitive situations with professionalism and discretion• Well organised with a keen eye for detail Nice to have’s• Experience working independently and collaboratively across teams• Any previous work producing reports or tracking trends is a bonus So what will you be doing?• Receive, log, and investigate complaints in a timely and fair manner• Communicate clearly and empathetically with customers throughout the process• Liaise with internal teams to resolve issues and find suitable solutions• Keep accurate records and produce clear reports on complaint trends• Support continuous improvement by identifying recurring issues and suggesting ways forward Helpful extras• Location: Cheltenham• Contract: Temporary, initial 4-8 week period• Hours: Monday to Friday, 9am-5pm• Start Date: ASAP For immediate consideration, please contact Alison at i2i Recruitment. We value diversity and inclusion, reviewing every application with a commitment to fairness. While we strive to connect personally with each applicant, if you haven't received a response within five working days, please understand that your application has not been successful on this occasion.