Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
Do you have experience handling customer complaints or difficult customer issues?
Can you investigate concerns and make fair, balanced decisions?
Are you a confident and empathetic communicator who puts customers first?
As a Complaints Advisor, you'll play an important role in making sure every complaint is listened to, investigated fairly and resolved with care.
You'll work with clients, colleagues and teams across the charity to understand what's happened, gather the right information, solve problems, and reach fair outcomes. You'll explain your decisions clearly and professionally, helping clients feel heard and understand how you've reached your decision.
You'll also help us learn from complaints by spotting themes, identifying areas for improvement and sharing valuable insights that can help us deliver better experiences and outcomes for our clients.
About the Role
You'll manage a variety of complaints from start to finish, including more complex or sensitive cases.
You'll help resolve immediate concerns to prevent things escalating, gather information, look at the facts and use your judgement to reach fair and balanced decisions. You'll communicate with clients both verbally and in writing, adapting your approach to their individual circumstances.
You'll ensure complaints are handled accurately and within the appropriate timescales, following our processes and relevant regulatory requirements.
What You'll Be Doing
Day to day, you'll:
- Investigate and resolve customer complaints fairly.
- Gather information to understand what's happened.
- Make fair and balanced decisions based on the facts.
- Speak with clients and handle sensitive conversations with care.
- Write clear and easy-to-understand complaint responses.
- Manage a range of complaints, including complex cases.
- Keep accurate records and ensure deadlines are met.
- Follow complaint-handling processes and regulatory requirements.
- Identify common themes and areas for improvement.
- Share feedback and knowledge with colleagues.
- Work with teams across the charity to improve the client experience.
About You
You'll be passionate about delivering great customer service and doing the right thing for clients.
You'll be comfortable asking questions, looking at different pieces of information and using your judgement to reach the right outcome. xsabvtc As complaints can sometimes involve difficult or emotional circumstances, you'll know how important it is to communicate with empathy, patience and professionalism.
You'll also be organised, confident managing different priorities and comf
Please click on the apply button to read the full job description
Complaints Advisor in Huntington employer: StepChange Debt Charity
As a Chief Executive Officer at our organisation, you will thrive in a dynamic work culture that values collaboration and innovation. We offer flexible working arrangements, competitive remuneration, and a commitment to your professional development, ensuring you have the resources to grow and succeed in your role. Located in a vibrant community, our company fosters strong relationships and encourages meaningful contributions to organisational priorities, making it an excellent place for impactful leadership.
