Executive Complaints Handler

As an Executive Complaints Handler, you’ll be the final escalation point for our customers whilst liaising with third party organisations. You'll be delivering a first-class customer experience and will deal with high-level complaints, including CEO, Media, MP and third-party agencies.

Responsibilities of the role

• Resolve all high-level complaints to a high standard within set timescales, whilst ensuring a first-class customer service
• Prepare and submit Ombudsman/third party case files to a high standard whilst considering customer experience and commercial aspects associated to Verastar Where appropriate, challenge third party decisions using your strong negotiation skills and fact-based evidence to support
• Implement customer remedies within agreed SLA’s and regulations. Share best practice in resolving customer complaints to improve front end resolution
• Liaise with customers by preferred contact methods aiming to resolve quickly and efficiently
• Successfully negotiate with customers, coming to a fair and amicable resolution whilst balancing customer expectations and commercial aspects
• Identify and feedback trends from third parties to aid Continuous improvement. Work side by side with improvement teams to help deliver improvement initiatives Work towards KPI’s and SLA’s as agreed with the Executive Team Manager. Make recommendations to help improve performance levels
• Build close working relationships with third party organisations
• Work closely with Complaint Champions to understand early complaint trends and utilise information to make recommendations
• Make sure that systems are updated with accurate account information

Experience

• Two years’ experience in investigating and resolving high level complaints in a high performing and technically skilled role is essential
• Experience understanding and responding to third party requests for information is essential.
• Proven and demonstrable experience balancing customer experience against commercial considerations
• Experience liaising with and communicating with third party organisations is essential
• Proven experience in handling a demanding caseload in a highly skilled and fast paced environment
• Demonstrable strong negotiation skills used in a customer facing and third-party contact environment

In return for your hard work, you’ll get

It takes all kinds of people to make Verastar the success that we are, and we’ve got a range of benefits to make sure everyone is happy.

• Core benefits including pension contributions and life assurance
• Great discounts on 100s of high street and online stores
• 25 days holiday rising with service up to 28 days
• Your birthday off every year
• Option to buy up to 10 extra holidays and sell up to 5 holidays per year
• Cycle to work and travel loans for people wanting a greener commute
• Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance.

The important extras

• Hybrid working – option to work three days from home if you choose.
• Opportunities to get involved in charity fundraising and volunteering days through our giving back movement
• Amazing on-site facilities, such as free on-site gym, free parking, subsidised café and to top it off an on-site subsided bar for after-work drinks, quiz nights and social events
• Full time/Permanent contract of 37.5 hours per week
• No weekends and every bank holiday off

What happens next

If you’re looking for a new challenge with great benefits at an award-winning company, then Verastar is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.

Across The Verastar Group, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.

All successful candidates will be subject to pre-employment checks.

#SP

#LI-JC1