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- Tasks: Handle customer complaints, investigate issues, and ensure satisfaction.
- Company: Join Huntswood, a trusted BPO focused on customer experience.
- Benefits: Enjoy remote work, comprehensive training, and perks like discounts and bonuses.
- Why this job: Make a real impact by resolving customer issues in a supportive team environment.
- Qualifications: Experience in customer service or complaints handling is preferred.
- Other info: Flexible hours and opportunities for career growth await you!
The predicted salary is between 20500 - 24500 £ per year.
We are seeking a dedicated and empathetic Complaints Handler to join our existing team and manage customer complaints effectively and efficiently. The Complaints Handler will be responsible for investigating customer complaints in a timely and professional manner, ensuring a high level of customer satisfaction and retention. Along with outbound calls to our customers regarding their existing complaint to discuss findings and come to a resolution.
Start Date: Monday 28th July and Monday 11th August
Salary: £24,570 pa + Performance Bonus Option to flex up to 40 hours per week after training taking your basic salary to £26,268 pa.
Working hours: 37.5 hours per week, 5 days per week. Monday to Friday between 8am - 6pm.
Where: Working from home
Job Responsibilities
- Investigation: Responsible for investigating, identifying, and resolving customer queries using the complaint management system.
- Customer Advocacy: Act as ambassadors for our client, ensuring that customer concerns are addressed promptly and professionally. If we’ve made a mistake, take ownership of this.
- Resolution Management: Work diligently to resolve complaints, aiming for fair and equitable outcomes for both customers and the company.
- Communication: Maintain clear and effective communication with customers and stakeholders throughout the complaint resolution process.
- Collaboration: Liaise with internal teams, including client support areas, to ensure the best experience for our clients.
- Adaptability: Ability to adapt to changing situations and learn from each complaint to improve processes.
Role Requirements
- Proven experience in a Complaints role preferably in a customer centric environment.
- Excellent communication and interpersonal skills.
- Strong negotiation and closing skills.
- Ability to work independently and as part of a team.
- Goal-oriented with a drive to succeed in a competitive environment.
- Familiarity with CRM software and complaints management tools.
- Persistent and resilient attitude towards rejection and challenges.
- Adaptability to quickly learn about new products and industries.
- Ability to work under pressure and meet tight deadlines.
Benefits
- Comprehensive Training with experienced Trainers
- Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances
- Health Cash Plan - helping you claim back the cost of everyday healthcare
- 'Perks at work' staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more
- Loyalty Bonus - Opportunity to earn up to £1,400 per year for your commitment to Huntswood!
- Colleague Recognition Scheme - Become a Huntswood Hero!
- Regular colleague engagement activities where you could earn additional incentive
- Access to an online Well-being centre that has a variety of tools to nurture your overall health
- Free Fruit, Tea, Coffee & Hot Chocolate on site
- Discounted Premium City Centre Parking
- Refer a friend scheme (earn £1000 for each person you refer)
- Mentorship program to grow and develop within the company
Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry. Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company. Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!
In February 2024, Huntswood becomes part of the ResultsCX organisation. ResultsCX is a leading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.
To help you stay safe in your job search, Huntswood will only ask for contact details via email when first contacting you and not any other personal details.
Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
Utilities Customer Service Complaint Handler employer: Huntswood
Contact Detail:
Huntswood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Utilities Customer Service Complaint Handler
✨Tip Number 1
Familiarise yourself with common customer complaints in the utilities sector. Understanding typical issues will help you demonstrate your knowledge during interviews and show that you're ready to tackle real-world scenarios.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing with a friend or family member can help you feel more confident when discussing complaints and resolutions with customers.
✨Tip Number 3
Research Huntswood and their approach to customer service. Knowing their values and how they handle complaints will allow you to align your answers with their expectations during the interview process.
✨Tip Number 4
Network with current or former employees of Huntswood on platforms like LinkedIn. They can provide valuable insights into the company culture and the specific skills that are highly regarded in the role of a Complaints Handler.
We think you need these skills to ace Utilities Customer Service Complaint Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaints handling. Use specific examples that demonstrate your ability to resolve issues effectively and maintain customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and communication skills. Mention your understanding of the role's responsibilities and how your background aligns with Huntswood's values and mission.
Highlight Relevant Skills: In your application, emphasise skills such as negotiation, adaptability, and resilience. These are crucial for a Complaints Handler role, so provide examples of how you've successfully used these skills in past experiences.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential in customer service roles.
How to prepare for a job interview at Huntswood
✨Show Empathy and Understanding
As a Complaints Handler, demonstrating empathy is crucial. During the interview, share examples of how you've handled customer complaints in the past, focusing on your ability to understand their feelings and concerns.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be prepared to discuss how you maintain clear and professional communication with customers and stakeholders, especially during challenging situations.
✨Demonstrate Problem-Solving Abilities
Employers want to see your approach to resolving complaints. Prepare to discuss specific instances where you successfully identified issues and implemented solutions, showcasing your analytical skills.
✨Familiarise Yourself with CRM Tools
Since familiarity with CRM software is a requirement, make sure to mention any experience you have with such tools. If you don't have direct experience, express your willingness to learn and adapt quickly.
