Complaints Handler

Job Title: Member Services Complaints Specialist

About the Client:

Our client, a community-focused organization, is seeking a proactive and customer-centric Member Services Complaints Specialist. They value integrity, community, and are committed to building a diverse and inclusive team.

Role Overview:

In this role, you will manage escalated member complaints, ensuring timely and effective resolutions. You'll analyze complaint trends, provide feedback for process improvements, and contribute to enhancing overall member satisfaction.

Key Responsibilities:

• Investigate and resolve escalated member complaints across various communication channels.
• Provide feedback to improve complaint handling processes and prevent future issues.
• Coach colleagues on best practices for complaint resolution.
• Conduct root cause analysis to identify trends and implement solutions.
• Monitor industry trends and regulatory updates to inform internal practices.
• Contribute to high levels of member satisfaction.

Skills & Experience:

• Strong experience in complaints handling and resolution.
• Excellent communication and interpersonal skills.
• Ability to conduct thorough investigations and provide clear resolutions.
• Analytical skills to identify trends and suggest improvements.
• Knowledge of relevant regulatory guidelines is desirable.

Benefits:

• Minimum 25 days holiday, plus bank holidays, birthday holiday, 'Christmas Shopping' day, and moving house day.
• Competitive pension scheme with up to 10% employer contribution.
• Comprehensive benefits package.
• Opportunity to contribute to a community focused organisation.

Interested?

If you're a driven individual with a passion for customer service and complaint resolution, we'd love to hear from you.