Complaints Handler

Marc Daniels are working with a household name automotive company based in Bracknell in recruiting a Complaints Handler.

This is a fantastic opportunity to take the next step in your career with a well-established company that is focused on supporting and developing its employees and has the size to facilitate progression.

This role is hybrid-working and has flexible hours.

Main Responsibilities

• Resolving complex Level 3 complaints in a timely, positive way.
• Manage relationships via outbound phone calls, email, letters and exceptional times face to face meetings.
• Communicate with dissatisfied customers
• Gather all necessary information from the customer, Dealer network, and internal departments in order to make commercial, customer friendly decisions to drive retention.
• Ensure all enquiries are recorded onto the customer tracking system and coded correctly.
• Report to the Senior Management Group and Research and Development.
• Liaise with the legal department and Service Quality division in order to comply with all procedures.
• Process incoming invoices or create Purchase Orders to ensure our suppliers and dealers are paid within set timelines.

Requirements:

• Naturally empathetic and customer centric.
• Self-motivated and capable to make logical decisions using your own initiative.
• Excellent interpersonal, communication and relationship building skills with the confidence to communicate with customers, external partners and peers in an articulate manner.

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