Complaints Handler

Role: Complaints Handler

Location: Chippenham or Solihull 

Salary: £13 per hour

Type: Contract 

Our client, a global market leader in fleet management services, are seeking a dynamic and experienced Complaints Handler to join their growing team. 

Responsibilities:

• Handle complaints from various areas of the business, accurately recording all complaints, actions, findings, and solutions to ensure complainants feel heard and valued.
• Manage complaints within set timelines and provide customer feedback.
• Monitor and escalate issues to the Quality Management System (QMS) team.
• Collaborate with internal and external stakeholders to ensure fair and unbiased treatment of all cases.
• Identify and document root causes of complaints while monitoring trends.
• Serve as a subject matter expert (SME) on customer dissatisfaction, offering support and guidance to colleagues.
• Assist the QMS team in developing templates and best practices.
• Collaborate with the QMS team to identify trends and propose process enhancements to improve customer satisfaction.
• Review trends with the QMS team to establish any required Corrective Action Plans (CAPs).
• Provide trend analysis and complaint overviews to auditors with support from the QMS team.
• Collate reports and dashboards.

Qualifications: Education and/or Training:

• 3 years’ experience in a customer-focused role.
• Experience in problem-solving for clients and handling client dissatisfaction.
• Ability to collate large volumes of evidence and present it in a factual manner.
• Analytical, logical, and problem-solving skills demonstrating consistent sound judgment based on evidence.
• Balanced and sensitive approach to meeting the needs and requirements of both clients and the business.
• Strong desire to provide service excellence for clients.

Benefits:

• Competitive salary package.
• Opportunities for professional development and advancement.
• Collaborative and supportive work environment.
• Chance to make a significant impact on customer satisfaction and business performance.

For more information regarding this role please call Josh Kerr on 01453 829770 or email [email protected] 

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors. 

For details of other opportunities available within your chosen field please visit our website www.omegaresource.co.uk 

Omega Resource Group is acting as an Employment Business in relation to this vacancy.