Applicants MUST be able to travel to Banbury (OX16) on day 1 for induction and equipment collection.
Although this role is fixed term, we plan to offer permanent roles to as many as possible after the initial term.
Our company is a leading Contact Centre outsourcing business specialising in providing exceptional customer service and complaint handling solutions to clients in the financial services sector.
We are dedicated to delivering outstanding employee experiences while ensuring the highest level of customer satisfaction. Located in Banbury, we are committed to offering an inclusive and supportive work environment that fosters personal and professional growth.
We are one of the fastest growing BPOs in the UK. Our working environment is professional, collaborative and engaging and we are proud of our growth opportunities for our staff.
We are seeking experienced Complaint Handlers to join our team. As a Complaint Handler, you will be responsible for resolving customer complaints effectively and efficiently, ensuring compliance with industry regulations and delivering exceptional service to our clients' customers. Your ability to empathise, investigate, and provide fair resolutions will be essential in achieving customer satisfaction and maintaining strong client relationships.
Responsibilities:
- Handle complaints related to housing and its associated services
- Obtain full facts and circumstances, gathering all required information and conduct thorough investigations into each complaint which is required for resolution
- Assess complaints based on applicable laws, regulations, and company policies, and provide accurate and fair resolutions to customers within specified timeframes
- Liaise with internal teams and clients to obtain additional information or clarification when necessary to facilitate complaint resolution
- Manage incoming and outgoing customer contact, predominatly written but also occasional calls with customers
- Ensure all customer interactions are documented accurately and comprehensively in the designated systems
- Adhere to company policies and procedures, including data protection and confidentiality guidelines, at all times
Requirements:
- Previous experience administering complaints
- Exceptional customer service and interpersonal skills, with the ability to handle difficult conversations with empathy and professionalism
- Strong analytical and problem-solving abilities to investigate complaints thoroughly and identify appropriate resolutions
- Excellent verbal and written communication skills, including active listening and effective negotiation
- Flexibility to work in a fast-paced and dynamic environment, adapting to changing priorities and customer needs
- Resilience and the ability to remain calm under pressure
Job Types: Full-time, Temporary contract, Fixed term contract, Temp to perm
Contract length: 3 months
Salary: £22,000.00 per year
Benefits:
- Casual dress
- Company pension
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Overtime
Application question(s):
- Please confirm you live within 30 miles of Banbury and will be able to travel for day 1 induction and equipment collection?
- Please list any holiday dates you have pre-booked over the summer
Work Location: Remote
Expected start date: 03/07/2023
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