Customer Relations and Complaints Specialist
Skills
Build Strong RelationshipsBusiness Process ImprovementContinuous ImprovementCustomer ExperienceCustomer Relationship ManagementManagement Information SystemsRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven experience managing complex customer complaints or escalated casework from investigation through to resolution
- Experience producing detailed professional outcome letters that clearly communicate investigation findings decisions and resolutions
- Excellent written communication skills with the ability to present complex information in a clear balanced and customer-focused way
- Strong investigative skills with the ability to analyse information assess evidence and make fair evidence-based decisions
- Confident handling sensitive and challenging conversations with professionalism and empathy
- Experience working collaboratively with multiple stakeholders including teams such as Compliance Legal or Accounts to resolve complex issues
- Strong organisational skills with the ability to manage multiple ongoing cases while meeting service level agreements
- A proactive mindset with the ability to identify trends recommend improvements and help reduce future complaints
- Resilient adaptable and comfortable working in a fast-paced environment where no two cases are the same
Nice to have
- Proactive
- Resilient
- Adaptable
- Customer-focused
- Empathetic
Day to day
- Manage a portfolio of complex customer complaints and escalations with full ownership from investigation to resolution
- Carry out thorough investigations by gathering evidence from internal stakeholders and producing fair timely outcomes
- Write clear professional outcome letters and submissions while handling enquiries across email telephone webforms chat and social media
Hiring process
- Click apply and submit your application
- Recruitment team will review your application
- Successful candidates will be contacted for a chat