Complaints Handler - Hybrid

Lloyd Recruitment Services is pleased to collaborate with a distinguished organisation in the search for a dedicated Complaints Handler to join their team on a full-time permanent basis.

What's in it for you?

• Salary £24k - £27k
• Private medical insurance for you and your family
• Very competitive company pension (total pension between 9% - 22.5%)
• 25 days of annual leave, with the option to buy/sell additional holiday
• Vibrant and friendly working atmosphere
• Paid comprehensive training courses
• Discounts across company products and services
• Free parking on-site
• Savings on fuel
• Eye Care voucher scheme
• Modern office facilities
• Central location - 5 minute walk from train station
• East Grinstead, with Hybrid working pattern. Two days office and then rest WFH

About the Role:

As a Complaints Handler, you will play a pivotal role in investigating concerns and feedback from their customers. Working closely within a team, you'll engage with various departments to gather information for responses, focusing on customer service, empathy, and efficient problem-solving.

Key Tasks/Accountabilities for the Complaints Handler:

• Monitor and respond to emails in designated inboxes, redirecting and allocating as necessary
• Log complaints, feedback, and compliments using relevant databases
• Acknowledge complaints within specified timeframes
• Investigate complaints collaboratively with colleagues and departments
• Respond to member correspondence through appropriate channels (call, email, letter, etc.)
• Share positive feedback with relevant teams for acknowledgment
• Work diligently to achieve service level agreement (SLA) targets
• Meet individual and team performance targets for quality and productivity
• Assist other admin teams as needed for streamlined workflow
• Attend off-site events as required

Essential Skills & Experience Required:

• Proven experience in delivering exceptional customer experiences and handling complaints
• Excellent written, verbal, and interpersonal skills
• Attention to detail and accuracy
• Flexibility and ability to work to deadlines in a dynamic workload
• Critical thinking and problem-solving ability
• Analytical and investigative expertise
• Ability to work both collaboratively as a team player and autonomously
• Well-developed IT skills, including proficiency in Google Docs/Sheets, Word/Excel, and email

Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500.

Full details can be found on our website. Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.