Altrincham (Hybrid: 2 days in office, 3 days remote)
Salary
£27,500 per annum
Department
Customer Service
Role Overview
Are you passionate about delivering exceptional customer service? We are looking for a Customer Complaints Agent to join a thriving customer support team. In this role, you will manage customer complaints, ensuring resolutions are reached efficiently and professionally, all while maintaining a high level of customer satisfaction.
This position requires someone who has excellent communication skills, a problem-solving mindset, and a customer-focused approach to helping uphold the company's reputation.
Key Responsibilities
Complaint Handling
Manage and resolve customer complaints across various channels (email, phone, and live chat) within company policies, ensuring a timely and effective resolution.
Investigation & Resolution
Conduct thorough investigations into complaints, liaising with internal teams to find fair and suitable outcomes.
Customer Communication
Maintain clear, empathetic, and professional communication with customers, keeping them updated on progress and final resolutions.
Record Keeping & Reporting
Accurately document complaints, resolutions, and escalations within the company's systems to ensure compliance and continuous improvement.
Compliance & Policies
Ensure all complaints are managed according to internal policies, industry regulations, and legal requirements.
Collaboration
Work alongside colleagues in customer support, operations, and other departments to resolve complaints quickly and effectively.
Escalation Management
Identify complex complaints and escalate them to senior team members or management as needed to ensure appropriate resolutions.
Customer Advocacy
Act as the voice of the customer by providing valuable insights into recurring issues and helping to improve the overall customer experience.
Skills & Experience
Customer Service Experience
Strong background in customer service, with experience handling complaints and resolving conflicts.
Excellent Communication
Outstanding written and verbal communication skills across email, live chat, and phone, with the ability to manage difficult situations professionally and empathetically.
Problem-Solving
Analytical and solution-focused, with the ability to identify the root causes of complaints and implement effective solutions.
Attention to Detail
High attention to detail in documenting customer interactions and resolutions accurately.
Resilience & Adaptability
Ability to remain calm under pressure, handle challenging situations, and adapt to a fast-paced environment.
Time Management
Strong organisational skills, with the ability to prioritise and manage multiple complaints simultaneously.
Tech-Savvy
Comfortable using CRM systems, email, and chat support tools to manage customer interactions.
Regulatory Awareness
A solid understanding of industry regulations, data protection laws, and consumer rights is advantageous.
Team Player
Ability to collaborate and work effectively in a team environment.
Financial Services Experience (Preferred)
Experience in a financial services environment is advantageous, as it provides an understanding of regulations and customer expectations.
If you are an empathetic and professional communicator with a passion for solving problems and providing excellent customer service, we'd love to hear from you. Apply today and become a key member of a forward-thinking customer support team!
