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- Tasks: Handle customer complaints and provide resolutions while maintaining a professional approach.
- Company: Join the largest trade association in the UK construction industry, known for its friendly team culture.
- Benefits: Enjoy hybrid working, Monday to Friday, with a supportive work environment.
- Why this job: Make a real impact by helping customers resolve disputes and enhancing the company's reputation.
- Qualifications: Experience in handling complaints, strong negotiation skills, and proficiency in Microsoft Office required.
- Other info: Opportunity for training and development within a dynamic team.
The predicted salary is between 28800 - 43200 £ per year.
Pyramid8 are recruiting for a Complaints Handler / Customer Service for one of our clients who are the largest trade association in the UK (construction industry). They are looking for an individual who can provide resolutions to customers' queries and uphold the reputation of the company. They are a friendly organisation where they believe in team working. The role offers working Monday – Friday 9am – 5pm with hybrid working.
They pride themselves on their reputation in the industry and you will be dealing with queries regarding complaints in relation to work carried out by approved providers. As a clear communicator and attentive listener, you will be able to deal calmly with people of all kinds, who sometimes may be upset about their building dispute. You will understand and be able to implement negotiation skills. This requires a calm, professional and mature approach, and an ability to be flexible and prioritise under pressure.
Job Role:- Acting as first point of contact for Members and their clients, providing information and referring cases on to the Dispute Resolution Manager where required.
- Respond to email communication within the defined Dispute Resolution Service.
- Respond to live chat function offering relevant advice and support within the Dispute Resolution Service where required.
- Provide the Dispute Resolution Manager with support and diary management for the efficient running of the Dispute Resolution Department.
- Provide the Dispute Resolution Manager with cases for review before Mediation Process.
- Conduct Forms including scanning, uploading and preparing case files.
- Carry out Mediation calls within the defined Dispute Resolution Service and refer escalated calls to the Dispute Resolution Manager where required.
- Provide the Dispute Resolution Manager support in the preparation of the National Standards and Conduct Committee and National Appeal Committee meetings.
- Prepare and send witness statements where required.
- Update internal spreadsheets and reports for the preparation of statistics.
- Support additional Dispute Case Handler where required, reporting to the Dispute Resolution Manager of any issues.
- Carry out all administration tasks including post, filing and archiving.
- Undertake relevant training programmes.
- Undertake any other duties which reasonably fall within the remit of the role.
- Experience in dealing with complaints and able to manage difficult conversations.
- Excellent attention to detail.
- Negotiation and bargaining skills.
- Remaining assertive when under pressure.
- Ability to draft letters and emails.
- Excellent understanding and experience of using Microsoft Office (Word, Excel, Outlook).
Complaints Handler employer: Pyramid8
Contact Detail:
Pyramid8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with the construction industry and common complaints that arise within it. Understanding the context of the issues you'll be dealing with will help you communicate more effectively and build rapport with clients.
✨Tip Number 2
Practice your negotiation skills in real-life scenarios or role-playing exercises. Being able to handle difficult conversations calmly and assertively is crucial for this role, so the more you practice, the better prepared you'll be.
✨Tip Number 3
Get comfortable with Microsoft Office tools, especially Excel and Outlook. Since you'll be managing reports and communication, being proficient in these applications will make your work much smoother and demonstrate your readiness for the role.
✨Tip Number 4
Showcase your ability to remain calm under pressure by sharing examples from past experiences during interviews. Highlighting how you've successfully managed stressful situations will reassure the hiring team of your capability to handle complaints effectively.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling complaints and customer service. Use specific examples that demonstrate your negotiation skills and ability to manage difficult conversations.
Craft a Strong Cover Letter: In your cover letter, express your understanding of the role and the importance of maintaining the company's reputation. Mention your calm and professional approach to resolving disputes and how you can contribute to the team.
Showcase Communication Skills: Since the role requires excellent communication skills, ensure your application reflects this. Use clear and concise language, and provide examples of how you've effectively communicated with customers in the past.
Highlight Attention to Detail: Given the emphasis on attention to detail in the job description, include examples of how you've successfully managed administrative tasks or prepared documentation accurately in previous roles.
How to prepare for a job interview at Pyramid8
✨Showcase Your Communication Skills
As a Complaints Handler, clear communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and listen attentively. Use examples from past experiences where you successfully resolved conflicts or handled difficult conversations.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview to assess your negotiation skills. Practice handling various complaint scenarios calmly and professionally. This will showcase your ability to think on your feet and manage challenging situations effectively.
✨Highlight Your Attention to Detail
Attention to detail is crucial in this role. Be prepared to discuss how you ensure accuracy in your work, whether it's drafting emails or managing case files. Mention any specific tools or methods you use to maintain high standards in your documentation.
✨Demonstrate Flexibility and Prioritisation Skills
The role requires flexibility and the ability to prioritise tasks under pressure. Share examples of how you've successfully managed multiple responsibilities in previous roles, especially in fast-paced environments. This will show that you're ready to adapt to the demands of the job.
