Complaints Handler

Complaints Handler

Monday-Friday 9am-5pm

£26,535, hybrid working available

Redditch

Permanent, full time.

MPJ Recruitment are currently working with a brilliant client based in Redditch. You’ll be joining a company with ambitious growth plans who employ over 450 people across the UK and are committed to building a culture where everyone has the opportunity to do meaningful work and be rewarded for your efforts.

They are looking for down to earth, driven, and professional individuals to join their team. Fully paid training will be provided and we are looking for talented individuals to join us on our journey which is ran by a team of industry experts driving the business forward but who also regularly look at ways to improve you and the others around you to progress, develop and move forward with your career.

Complaints Handler Responsibilities:

• Investigate formal complaints regarding the service provided by the Company within the prescribed time limits
• Conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints
• Resolve complaints to the satisfaction of the client, customer, third party and/or the Company by determining and instigating the appropriate corrective action
• Respond to each complaint by letter, email or telephone
• Take individual responsibility for the integrity and accuracy of investigations and responses, ensuring honest and thorough feedback
• Assist in the reporting to departmental managers on a regular basis, ensuring that preventive action is applied in order to prevent similar complaints in the future
• Analyse all complaints on a regular basis to ensure the effectiveness of the complaints procedure and determine any further preventive action and adopt best practice and continued improvement to the customer journey
• Update the complaints tracker, individual case notes/files and client files with details of formal complaints from start to resolution
• Process vehicle and goods removed cases including dealing with third party claims
• Process GDPR related enquiries, Freedom of Information and all Data requests such as but not limited to Subject Access requests within the prescribed time limits.
• Record and process Trace Rectifications with our Trace Partners and raise concerns as deemed necessary
• Assistance with any other duties that are within the scope of the job purpose

Complaints Handler Requirements:

• Experience in complaints handling
• Strong communication and interpersonal skills, with the ability to handle challenging conversations professionally.
• Excellent organisational skills and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency in relevant computer applications and software.

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