At a Glance
- Tasks: Handle customer complaints from start to finish, ensuring a smooth resolution process.
- Company: Join a leading telecommunications provider with a focus on exceptional customer service.
- Benefits: Enjoy a competitive salary, 33 days holiday, and private medical insurance.
- Other info: Dynamic role with opportunities for ongoing training and career growth.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Experience in complaint handling and strong communication skills are essential.
Red Recruitment is recruiting a Complaints Handler to join our client, a leading provider of telecommunications, connectivity, and managed technology solutions. As a Complaints Handler, you will take ownership of business customer complaints and escalations from initial receipt through to resolution, ensuring concerns are handled professionally, fairly, and within agreed service levels while delivering an exceptional customer experience. This is a Business to Business Complaints role.
Benefits & Package for a Complaints Handler:
- Salary: £29,000 - £33,000 per annum
- Hours: Monday - Friday, 9am - 5:30pm
- Contract: Permanent
- Location: Solihull
- 33 days holiday (including Bank Holidays)
- Referral Bonus - Recommend a friend
- Employee Assistance Programme
- Private Medical Insurance after probation
- Enhanced Maternity and Paternity Pay
- Salary sacrifice schemes including pension, cycle to work, and electric car leasing
- Private medical cover
- Discounted health plans
- Virtual GP access
- Eye care scheme
- Ongoing training and development opportunities
Key Responsibilities of a Complaints Handler:
- Take ownership of customer complaints from initial receipt through to final resolution, ensuring accountability throughout the entire process.
- Acknowledge complaints within agreed service levels and set clear expectations regarding timelines and next steps.
- Conduct detailed investigations by gathering information from internal systems, service records, customer interactions, and stakeholder feedback.
- Work closely with technical and operational teams to identify issues, validate findings, and agree appropriate resolutions.
- Identify root causes and support the implementation of both immediate corrective actions and long-term preventative measures.
- Prepare clear and professional written responses, translating technical information into customer-friendly language.
- Provide structured resolution plans, including corrective actions, timescales, and service recovery solutions where appropriate.
- Maintain accurate records of complaint cases, actions taken, and outcomes for reporting and audit purposes.
- Act as an escalation point for complex customer issues, including service disruptions, contractual disputes, and high-priority complaints.
- Manage customer expectations through regular communication and proactive updates.
- Support senior stakeholders by preparing case summaries, timelines, and briefing information for complex complaints.
- Collaborate with internal teams to ensure complaint resolution activities are prioritised and delivered effectively.
- Identify trends, risks, and opportunities for service improvement through complaint analysis and reporting.
- Ensure complaint handling activities comply with relevant regulations, contractual obligations, and internal policies.
- Deliver a positive customer experience that helps rebuild trust and confidence, even in challenging situations.
Key Skills and Experience of a Complaints Handler:
- Previous experience handling complaints, escalations, or customer resolutions within a regulated industry.
- Excellent written communication skills with the ability to simplify complex or technical information.
- Strong analytical, investigative, and problem-solving abilities.
- Experience working across multiple departments to achieve successful customer outcomes.
- Ability to remain calm, professional, and customer-focused when managing challenging situations.
- Strong stakeholder management and relationship-building skills.
- Excellent organisational skills with a high level of attention to detail.
- Experience within telecommunications, managed services, IT services, or a similar technical environment is advantageous.
- Knowledge of ITIL principles, including Incident, Problem, and Service Management, is desirable.
- Experience using ServiceNow, Freshservice, or other IT service management platforms is beneficial.
- ITIL Foundation certification is desirable.
If you have the relevant skills and experience required for this Complaints Handler role and are interested in joining a growing organisation, please apply now!
Complaints Handler in Cheswick Green employer: Red Recruitment
Join a leading telecommunications provider in Solihull as a Complaints Handler, where you will be part of a dynamic team dedicated to delivering exceptional customer experiences. Enjoy a supportive work culture that prioritises employee well-being with benefits such as private medical insurance, enhanced parental leave, and ongoing training opportunities. With a commitment to professional growth and a focus on collaboration, this role offers a meaningful opportunity to make a real impact while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Cheswick Green
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Red Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Red Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Cheswick Green
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Red Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Red Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Red Recruitment!
How to prepare for a job interview at Red Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
