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| Job Location | Kidsgrove |
| Education | Not Mentioned |
| Salary | £19,000 - £22,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
We are seeking to recruit an experienced Call Centre Customer Complaints Resolution Handler to join our well established Insurance Company on a Permanent Basis,The candidate will have a combined ability to act proactively to make the customers feel better about a situation that has made them dissatisfied, good communications and call handling skills, product knowledge and an understanding of relevant complaint handling processes.Work with both management and colleagues to investigate, digest and define a resolution that protects the brand and is cost effective to the overall business.Ability to negotiate and deliver a solution that concludes a full and final resolution. Adhering to GDRP/DPA and SAR handling protocol. Interact with on-line social correspondence from positive to negative, delivering professional and insightful feedback, that supports the brand in its rankings.Administration is key so all notes must be correctly updated, and incidents categorised, manging work load and delivering on pre-planned tasks must be adhered to.Accountabilities· Deal with all complaints that are escalated to the business.· Respond to social content feedback from consumers.· Engage with customers through Phone -Social - CRM.· Investigate and solutionism outcomes for customers· Have a clear audit trail of all findings and resolutions· Work in line with the company’s terms and conditions.· Work with your line manager in coming to the correct resolution.Follow the correct processes in dealing with GDRP-DPA and SARResponsibilities· Deliver on the departmental KPIs (Within Objectives)· Any expenditure must be authorised by Team Manager· Pass QC audits (Calls & Administration)· Reduce the need for customers to raise County Court orders· Keep accurate and precise data from all investigations· Manage own schedule of activity· When on vacation must make sure cover is trained / able to deal with pending· Prepare all management information as requested· Communication to the business must be clear, precise, and delivered with customers being at the heart of everything we doTo highlight to Team Manager of any issues that are falling outside of SLAReference ID: cde Required skills
Keyskills :
Call Centre Complaints Crespondence Customer Complaints Written Crespondence