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For Companies At a Glance
- Tasks: Resolve customer complaints across various channels and promote self-service options.
- Company: Join a dynamic team focused on customer satisfaction and continuous improvement.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real difference by helping customers and improving processes.
- Qualifications: Experience in B2B customer service and strong problem-solving skills.
- Other info: Be part of a supportive team culture in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ per year.
Main Duties
- Resolve escalated customer complaints efficiently across multiple channels (email, phone, digital platforms).
- Take full ownership of customer issues, ensuring timely and satisfactory resolutions.
- Respond to online reviews with professional, customer-focused messages.
- Promote digital self-service options and assist with outstanding balance collection.
- Identify and support customers in financial difficulty, agreeing suitable payment arrangements.
- Maintain accurate records and update CRM systems promptly.
- Ensure compliance with regulatory standards, GDPR, and internal quality processes.
- Collaborate with management to improve customer processes and training materials.
- Provide feedback to stakeholders to drive continuous improvement.
- Contribute to a positive team culture and support change initiatives.
Expectations & Success Measures
- Meet monthly productivity and performance targets.
- Deliver high-quality customer interactions aligned with company standards.
- Achieve objectives agreed with the line manager.
- Maintain strong relationships with internal teams and external partners.
Experience Required
- Significant experience in a high-volume B2B customer service role.
- Collections experience preferred (not essential).
- Knowledge of utilities industry preferred (not essential).
- Strong understanding of B2B customer care processes and regulatory requirements.
- Familiarity with CRM systems and Microsoft Office.
- Knowledge of data protection and compliance.
Skills
- Excellent problem-solving and communication skills.
- Self-motivated with strong workload management.
- Team-oriented, detail-focused, and organised.
- Resilient and adaptable in a fast-paced environment.
Complaints Specialist in Paisley employer: Search
Contact Detail:
Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Specialist in Paisley
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're genuinely interested and ready to contribute to their goals.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with customer complaints, think of examples from your past experiences where you turned a negative situation into a positive outcome. This will help you shine during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our team and ready to tackle those customer complaints head-on!
We think you need these skills to ace Complaints Specialist in Paisley
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Specialist role. Highlight your relevant experience in customer service and any specific skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've resolved customer complaints in the past. We love seeing candidates who can demonstrate their ability to handle tough situations with ease and professionalism.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Search
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of B2B customer care processes and any relevant regulatory requirements. Familiarise yourself with common complaints in the utilities industry, even if you don't have direct experience. This will show that you're proactive and genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare specific examples from your past experiences where you've successfully resolved customer complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your excellent problem-solving abilities and how you take ownership of issues.
✨Be Customer-Focused
During the interview, emphasise your commitment to delivering high-quality customer interactions. Discuss how you would respond to online reviews and promote digital self-service options. Highlight your understanding of the importance of maintaining strong relationships with customers and internal teams.
✨Demonstrate Team Spirit
Since collaboration is key in this role, be ready to talk about how you've contributed to a positive team culture in previous jobs. Share examples of how you've supported change initiatives or provided feedback to improve processes. This will show that you're not just a lone wolf but a team player who values collective success.
