An industry-leading, national business services provider based near Solihull are looking for a Senior Customer Complaints Handler to come on board and join a growing team, dedicated to providing an exceptional level of customer service and support! You will be responsible for developing a strong understanding of the organisation’s policies and procedures, and expert product knowledge to resolve escalated queries in a friendly, professional manner.

The primary focus in this role is:

·         Providing second-line, senior support to the existing team, building positive rapport with customers whilst maintaining a high level of professionalism

·         Developing a solid understanding of the organisations policies and the services provided, to resolve queries fairly, and with the best possible outcome for the customer and the business

·         Updating all customer information and developments onto the internal CRM database, to ensure their customer journey and progress is being recorded accurately

·         Working with the team to understand key trends in complaints, and identify areas for improvement in the complaint management process

You must pay extremely strong attention to detail, work quickly and accurately to reach researched conclusions and be able to balance and prioritise your workload efficiently, especially when handling high volumes of cases that vary in complexity. Previous experience liaising directly with customers and resolving queries and complaints in a busy environment is essential for this position.

This is an exciting opportunity to work in a dynamic environment and join an organisation that are expanding their outreach and services, having already established a nationwide, market-leading presence in their industry so far!

This is a full-time, permanent position paying up to 30k depending on experience, and you will be required to work a 40-hour week, on a rotating shift pattern (Monday-Sunday, 08:00 – 20:00).

If you are interested and believe you have the relevant experience, please apply online or call Sharan on 0121_633_4443 for more information on our registration process!

If you are already registered with Katie Bard, please contact your consultant directly. Katie Bard is an Equal Opportunities Employer. Katie Bard is acting as an employment agency.