Executive Complaints Handler

Working alongside our Customer Operations Team, you will be responsible for investigating, resolving and reporting on escalated customer complaints from across the business. You will support the wider Complaints team by ensuring all complaints are effectively triaged and managed via the complaints process. You will provide support to your colleagues on the team identifying areas of improvement, training and opportunity. You will also be a role model for the colleagues on the team by engaging directly with customers and demonstrating excellent customer service, impartial investigation skills and prompt action for our customers. You will be dealing with senior stakeholders from across the business reviewing the overall customer experience and providing feedback, identifying trends for analysis.

Responsibilities

• Day to day management of incoming complaints, prioritization  and effectively investigating in line with company policy, terms and conditions and within the required SLA.
• Engage with key stakeholders as part of your investigation, providing feedback for continuous improvement.
• Ensure that all complaints are handled with the highest possible standard of customer care
• Working strategies and campaigns to improve customer experience and EV knowledge
• Working closely with the service excellence teams to ensure quality is maintained
• Identifying challenges and suggests solutions for the improvement of the operation and client/customer interactions
• Support the customer advocacy team for any initial escalations, queries, legal or press complaints that will require a comprehensive response to be provided.
• Manage costs associated to gestures of goodwill ensuring consistency and alignment.
• Imbed and own a robust feedback process for complaints management, identifying trends, route cause and proposed solutions to prevent future recurrence.
• You will be proficient in presenting data back to a business in a way that can tell a story.  

Qualifications

Essential Experience

• Previous Complaints handling experience
• Previous customer service/customer operations experience.

Role Requirements / Skill set

• Excellent time keeping
• Ability to work under pressure and towards strict targets and deadlines
• Customer Focused
• Assertive
• Self-motivated and organized
• Excellent inter-personal and communication skills
• Attention to detail
• Proficient in Microsoft Word, Excel and PowerPoint
• Adapts effectively to changing circumstances
• Identifies problems/opportunities in the making
• Analysis and Reporting
• Results Driven with a commitment to quality

Additional Information

Location:  Linford Wood, Milton Keynes

Hours: 40 hours per week. 

When you join bp Pulse you’ll enjoy a range of benefits including, enhanced parental leave, personal wellness days, training and development, EV leasing and much more!

• Free parking
• On-site canteen
• 25 days holiday + 2 wellness days (pro rata'd)

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