Customer Complaint Handler

Our presitgious company based in Milton Keynes has vacancies for Customer Complaint Advisors to work in a busy team in Milton Keynes.

This is a good opportunity to be working within a excellent company

This is a 3 month contract to start with – could extend to 6 months

There are altenate shifts 8am – 4pm and 12pm – 8pm with one Saturday in 4 9am – 5.30pm

MUST have a clean credit history

Descripton:

Manage more complex customer queries or complaints where the customer or advisor feels that the issue needs to be escalated.

Manage and resolve customer complaints that are received into customer services by phone or letter in order to satisfy customer concerns.

Investigate MD or FLA/FSA complaints and respond to them on behalf of the company

Investigate quality disputes concerning the vehicle and negotiate with Brands, Retailers and customers or their legal representative or consumer bodies in order to mutually satisfy all parties.

Agree compensation or ex gratia payments up to £500 in line with the Authorities Matrix as required in order to resolve disputes.

Manage deceased cases in a sympathetic manner in order to portray the correct company image whilst protecting the company’s interests.

Liaise and advise executors of options and determine the correct action to take in cases of settlement shortfall and undertake transfers where necessary.

Highlight repeated areas of complaint in order to assist in preventing problems from arising.

Investigate and resolve FSA complaints that are received and record them correctly in order to satisfy FSA requirements.

Handle general customer phone enquiries as the needs of the dept require.

Experience /Knowledge/Skills

An individual who is fully proficient in this role is likely to have the following;

• Complaints background.
• Strong customer service ethic.
• Full PC literacy essential including MS Tools
• Excellent communication and negotiation skills.
• Confident and articulate customer focused telephone manner
• Ability to work under pressure, whilst adhering to strict deadlines