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Complaints Executive

Global Payments
Job LocationSyston, Leicester
EducationNot Mentioned
Salary23,000 - 26,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

About UsGlobal Payments is a Fortune 500 worldwide payment technology and software company, providing the worlds leading complete commerce ecosystem to businesses of every size. Our unique, connected infrastructure serves every dimension of commerce, carrying billionsof transactions every yearsafely and seamlessly.In the UK & I we employ over 500 people across 5 sites and work with over 60k customers including blue chip companies such as The Post Office, Five Guys & Trainline.About the RoleAs a Complaints Executive, you will report into the Voice of the Customer Senior Manager and be responsible for supporting the delivery against its strategic priorities. You will be a strong customer advocate, responding to, investigating and resolving customercomplaints through managing customer feedback and escalations via various online and internal channels across the wider function. This role will be office based in Leicester, with flexibility optional.

  • Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales.
  • Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties.
  • Conduct the root cause analysis of complaints to identify any process improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place
  • Handle any Financial Ombudsman cases and queries received by providing accurate and professional responses to defend GPs position
  • Strong customer service skills and the ability to maintain and build relationships
  • Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process
  • Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required. This is a shop window and our reputation is at stake
About You
  • Previous experience of complaint handling desirable
  • Excellent verbal and written communication skills
  • High Standards in professionalism and strong customer service skills
  • Experience in service recovery, driving innovation and business improvements
  • Utilise a methodical approach to arrive at a timely decision paying particular attention to detail
  • Ability to work unsupervised, prioritise own workload and accountable for collective success
  • Ability to prioritise and respond to internal and external customer issues, across all levels, with the required urgency

Keyskills :
ComplaintsCustomer Service

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