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Siamo Recruitment are currently recruiting for Complaints Resolution Manager in the Denbighshire area. This role is to assume full responsibility of customer complaints, to ensure that they are fully investigated and managed to completion.
Salary- £25,000 to £28,000.
Working hours- Monday to Friday 8.30am-5pm.
Role
- Ensure customers are responded to in a timely manner, ensuring that vulnerable customers are recognised and prioritised.
- Investigate all complaints individually and liaise with the right teams to respond.
- Manage customers complaint to resolution.
- Ability to analyse complaints for root cause.
- Clear ownership of customer complaints and the plans/timescales in place to manage their individual concerns.
- Working to agreed SLA’s for communication throughout the complaint to completion
- Willingness to learn about technology to ensure providing best advise to customer
- Ensure customers are responded to in a timely manner, ensuring that vulnerable customers are recognised and prioritised.
- Investigate all complaints individually and liaise with the right teams to respond.
- Manage customers complaint to resolution.
- Ability to analyse complaints for root cause
- Complaints are to be reviewed individually, and where there are expected costs, plan of action to be signed off before agreeing the resolution with the customer.
- Clear communication regarding good will gestures.
- Manage customer expectations regarding any financial recompense and timescales.
Skills
- Experience of dealing with customer complaints
- Ability to deal with negativity with a positive mindset, and to not take customers frustrations personally.
- Track record of delivering results under pressure
- Comfortable personal style that will allow customers to trust that they will be treated fairly.
- Excellent letter writing ability, ensuring that communication is clear.
- Ability to liaise with multiple departments to ensure the customer is getting the right response for their complaint
- Ability to cope with the pressures of short deadlines, last minute requests and competing demands
- Excellent use of Microsoft Office products particularly Project, Excel and PowerPoint
Please contact Danielle on 01745 887788 or email [email protected] for more information.
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