Posted: Posted 310 days ago

Executive Complaint Handler

Salford Quays, Manchester

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and
complaints. Includes Call Centre - Outbound, Call Centre/Customer Service and e-Commerce Customer Service.

Effective complaint management is critical to customer satisfaction. This role manages high level complaints escalated internally and direct from Social Media, Press & Legal sources. 
We take pride in providing a dedicated point of contact for customers, taking full accountability in resolving the issue and delivering fantastic customer service. 

A main purpose of this role is to ensure the CEO Exec team continues to deliver outstanding customer service whilst supporting customers with complaint resolution, we;

'€¢ Pride ourselves on providing dedicated case management for customers and take full ownership of an issue ensuring that we reach the right resolution as effectively as possible

'€¢ Understand customers view points and their experience 

'€¢ Identify the root cause of complaints and channel them internally for continuous improvement

'€¢ Act as the Voice of the Customer for all internal projects offering unique insights from a customers'€™ perspective

'€¢ Ensure that we are compliant with all Regulatory and Legal requirements

'€¢ Support our colleagues and enjoy a collaborative way of working with all areas of our business 

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