Complaints Advisor in Nottingham, Nottinghamshire, United Kingdom
Nottingham, Nottinghamshire, United Kingdom |
GBP £8.50 per hour, PAYE |
Contract
Mane are recruiting for a Complaints Advisor to work on a 6 month contract in Nottingham. You would be joining a small team of 4 people dealing with queries, phone calls and complaints.
PURPOSE OF THE ROLE:
Carrying out day to day Complaint processes and ensuring the delivery of SLA's and KPI's are carried out in a professional manner at all times. Also making pro-active customer contact to reduce customer complaints being reported.
AREAS OF RESPONSIBILITY / TASKS
* Manage, monitor and check own work and schedule to maximise productivity, efficiency and accuracy
* Record, monitor and progress resolution of complaints through the C and Q Complaint systems
* Produce straightforward reports, schedules, summaries and correspondence for internal and external customers
* Assist in pro-active customer contact to reduce customer complaints and enhance the customer journey.
* Speak to customers directly on the Complaints team phone and resolve and address concerns always ensuring you take ownership of customer's issues and respond to customer deadlines where appropriate
* Create accurate professionally written customer correspondence either in letter or email form to ensure the outcome and resolution for each complaint is effectively communicated
* Monitor the Service Standards Mailbox to ensure all emails are replied to within 2 working days
* Follow all complaints through to resolution by communicating with Field workforce / Office Process Experts and/or Team Leaders to prompt the initial investigation
* Ensure any delegated tasks assigned by the complaints team leader are also covered
* Ensure complaints impacting Service Level Agreement (5 WDs) are chased up with the field or the relevant parties so complaints can be resolved in a timely manner
* Highlight trends and complaint root cause issues to the Complaints team leader to feedback to the business
* Communicate with Suppliers, Consumers, ATOS, and field workforce to investigate and resolve problems
* Be a team player and be able to assist in other team processes during busy periods
COMPETENCIES
Ability to work alone and as part of a team
Analytics - Ability to analyse and interpret data and identify root cause of problems
Communication - Conveying information clearly in both verbal and written forms
Customer Focus - Ability to deal with internal and external customers
Basic working knowledge of Microsoft Office
If you have relevant experience and feel suitable for this role please apply to this advert.
PURPOSE OF THE ROLE:
Carrying out day to day Complaint processes and ensuring the delivery of SLA's and KPI's are carried out in a professional manner at all times. Also making pro-active customer contact to reduce customer complaints being reported.
AREAS OF RESPONSIBILITY / TASKS
* Manage, monitor and check own work and schedule to maximise productivity, efficiency and accuracy
* Record, monitor and progress resolution of complaints through the C and Q Complaint systems
* Produce straightforward reports, schedules, summaries and correspondence for internal and external customers
* Assist in pro-active customer contact to reduce customer complaints and enhance the customer journey.
* Speak to customers directly on the Complaints team phone and resolve and address concerns always ensuring you take ownership of customer's issues and respond to customer deadlines where appropriate
* Create accurate professionally written customer correspondence either in letter or email form to ensure the outcome and resolution for each complaint is effectively communicated
* Monitor the Service Standards Mailbox to ensure all emails are replied to within 2 working days
* Follow all complaints through to resolution by communicating with Field workforce / Office Process Experts and/or Team Leaders to prompt the initial investigation
* Ensure any delegated tasks assigned by the complaints team leader are also covered
* Ensure complaints impacting Service Level Agreement (5 WDs) are chased up with the field or the relevant parties so complaints can be resolved in a timely manner
* Highlight trends and complaint root cause issues to the Complaints team leader to feedback to the business
* Communicate with Suppliers, Consumers, ATOS, and field workforce to investigate and resolve problems
* Be a team player and be able to assist in other team processes during busy periods
COMPETENCIES
Ability to work alone and as part of a team
Analytics - Ability to analyse and interpret data and identify root cause of problems
Communication - Conveying information clearly in both verbal and written forms
Customer Focus - Ability to deal with internal and external customers
Basic working knowledge of Microsoft Office
If you have relevant experience and feel suitable for this role please apply to this advert.