Senior Complaints Handler
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Location: Vauxhall, London
Salary: Up to £35000
Hours: Full Time, Permanent
About the Role
We are looking for an experienced and customer-focused Senior Complaints Handler to join our team. This is a pivotal role responsible for managing complex customer complaints from initial contact through to final resolution, ensuring fair outcomes and exceptional customer service throughout the process.
You will take ownership of a varied caseload, investigate complaints thoroughly, collaborate with internal and external stakeholders, identify trends and root causes, and provide insightful reporting that helps drive continuous improvement across the business.
This role would suit someone with strong investigative skills, excellent attention to detail, and the confidence to challenge processes and influence positive change.
Key Responsibilities
Manage a portfolio of customer complaints from receipt through to resolution, ensuring all cases are handled efficiently and within regulatory and company timescales.
Conduct detailed investigations, gathering evidence and reviewing customer interactions, processes, and documentation.
Produce clear, professional, and outcome-focused written responses to customers.
Liaise with internal departments and external stakeholders to gather information, resolve issues, and ensure effective complaint handling.
Act as an escalation point for complex or high-risk complaints.
Analyse complaint data to identify emerging trends, recurring issues, and root causes.
Prepare regular management reports and MI, providing recommendations for service and process improvements.
Support the implementation of corrective actions and continuous improvement initiatives.
Ensure compliance with all relevant regulatory requirements, policies, and procedures.
Maintain accurate records and case management notes throughout the complaint lifecycle.
Coach and support colleagues on complaint handling best practice where required.
About You
We are looking for someone who can combine excellent customer service skills with strong analytical and problem-solving abilities.
Essential Experience & Skills
Proven experience handling complex customer complaints from end to end.
Strong investigation and decision-making skills.
Excellent written and verbal communication abilities. xgikmsk
Experience managing multiple cases and prioritising workloads effectively.
Ability to engage...
Senior Complaints Handler in Vauxhall employer: CCA Recruitment Group
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