Complaints Handler

Job Description

Complaints Handler£17,500 - £20,000Bolton/RemoteMonday-Friday 8:30am-5pmWhy should you work for us"High 5s for the little things as well as the big""I love that the CEO is always on the floor saying hello, this makes a huge difference""The main difference I have found is the bond between staff members and teams, this is awesome and refreshing""Families dont let each other down, and thats why I think we are doing well""LOVE inductions and training SHINE"How do we keep our family feel during these challenging times

• Live Instagram Q&As with the CEO and staff from all areas of the business
• Monthly Buzz Awards celebrating success across the business
• Social events planned by you and the Love Social Committee team
• Daily business updates

Due to continued growth we are looking for a switched-on and highly organised Complaints Handler to work within our first-line complaints team. The Complaints Handler role is pivotal to maintaining primary defence in relation to complaints and compliancewithin the sales department.You will be responsible for ensuring LES customers are always treated fairly whilst protecting the business best interests with the aim to reduce compliant volume whilst increasing adherence to compliance through building excellent working relationshipswith sales teams and all necessary departments.Complaints Handler main duties include:

• As the Complaints Handler you will take initial details of complaints from existing and prospective customers within the sales team while logging all necessary details and investigating for a solution
• Using your own knowledge and initiative you will aim to resolve complaints yourself where possible, and escalate any complex complaints to the second-line complaints team where needed
• You will conduct first-line compliance checks through call-listening, scoring adherence to set compliance measures, and deliver constructive feedback to relevant Team Managers
• Working collaboratively with the Learning & Development Manager and Consultants to advise on common compliance issues and common occurrence in complaints to contribute to future training plans and increase overall compliance
• All associated administrative duties including use of multiple systems, data-entry and filing whilst adhering to GDPR and data protection
• Reporting on complaints volumes and compliance adherence, monitoring trends, highlighting risk and providing a measurable impact of own role against key metrics

Complaints Handler experience/skills required:

• Experience of investigating and resolving complaints- you could have worked as a Complaints Officer; Complaints Manager; Account Manager; Compliance Officer; Customer Experience Consultant; Customer Service Advisor; Case Officer; Complaints Investigator;Auditor
• Call listening and compliance scoring experience
• IT literate including the ability to manipulate data within Excel and operate multiple systems efficiently
• Excellent communication skills with the ability to build and maintain strong working relationships with internal teams
• Ability to deliver feedback to Team Managers and advise on areas of improvement
• Good attention to detail with the ability to work quickly and accurately
• Good customer service skills, empathetic and looking to go above and beyond for resolution

Working at Love has it perks! Take a look at some of our benefits

• Access to Love Loyalty Club and exclusive shares
• Healthcare package
• Competitive Holiday entitlement
• Employee discount scheme
• Exciting social events including themed celebrations and parties, charity functions and conferences
• Sociable working hours
• Fantastic progression opportunity with clear succession planning and the opportunity to complete qualifications
• An experienced and committed Learning and Development team providing a warm welcome, training and on-going coaching
• Regular incentives and rewards including the monthly Buzz Awards recognising best newcomers, top performers and service heroes
• A secure future through our Pension plan
• Refer a Friend Scheme rewarding up to £300 in vouchers!
• Branded Clothing

If you are ready to pursue the road to adventure, grow with a successful, award winning energy consultancy, and work in a role you are destined to LOVE, dont hold back! Get in touch!* We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us sowe can assist you.If you havent received a phone call or an invitation to interview after two to three weeks, unfortunately you havent been successful on this occasion

Keyskills :
Complaints