At a Glance
- Tasks: Resolve customer complaints and suggest improvements for a better customer journey.
- Company: Join the AA, a leader in customer service and innovation.
- Benefits: Enjoy 25 days leave, pension contributions, and discounts on products.
- Other info: Diverse workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer satisfaction while growing your career.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 23400 - 28600 £ per year.
Location: Cheadle
Salary: Up to 26k
Contract: Full time, 36.25 hours, Permanent
Hours: 9am-4:45pm Monday-Friday
Our Customer Solutions Complaints Handlers play a vital role in the AA's commitment to delivering exceptional customer service through data, innovation, and continuous improvement. As a Complaint Handler, you will be an integral part of the AA’s evolution utilising data and innovation to ensure we provide a first-class level of service to our customers. You will handle a caseload of customer complaints, providing resolutions and suggesting business improvements to improve the customer journey, while adhering to regulatory guidelines and timescales.
What will I be doing?
- Investigate and resolve complaints from across the business, accurately recording complaints, actions taken, findings and outcomes in line with regulatory requirements.
- Liaise with internal and external stakeholders to ensure each complaint is thoroughly investigated and assessed fairly on its own merits.
- Manage your own caseload effectively, ensuring all complaints are progressed within FCA regulatory timescales.
- Act as a subject matter expert for customer dissatisfaction, providing guidance, support and advice to operational teams while sharing best practice.
- Work closely with the senior management team to identify complaint trends, root causes and opportunities for continuous improvement, helping to enhance the customer journey and overall customer satisfaction.
What do I need?
- Experience managing customer enquiries or resolving customer issues, with the ability to deliver fair and balanced outcomes.
- Excellent written and verbal communication skills, with confidence communicating across multiple channels.
- Strong customer focus, with the ability to handle sensitive or challenging conversations with empathy and professionalism.
- Excellent analytical and problem-solving skills, with strong attention to detail and the ability to make well-reasoned decisions.
- Strong organisational skills, with the ability to manage your own workload and prioritise effectively.
- A proactive approach, using your own initiative while working collaboratively as part of a team.
- A genuine passion for delivering excellent customer service and driving positive customer outcomes.
Desirable
- Previous experience in a complaints handling, claims handling or customer resolution role.
- Claims handling experience, ideally within roadside assistance, insurance or another regulated environment.
- Knowledge of FCA DISP requirements or experience working within a regulated environment.
- Experience identifying complaint trends, root causes and opportunities for process improvement.
Once you have settled into your new role you can work towards furthering your career within Customer Solutions. Whatever your career goals may be with regular 1 to 1 meetings with your team leader they can help to put in place the building blocks for your progression.
Additional Information
- 25 days annual leave plus bank holidays
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
- Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications.
Customer Solutions Complaints Handler in Cheadle Hulme employer: The AA
The AA is an exceptional employer, offering a vibrant work culture in the heart of London where innovation meets tradition. Employees benefit from a competitive salary, annual bonuses, and a range of perks, all while having the opportunity to lead a dynamic legal team and influence key business decisions. With a strong focus on professional development and a commitment to fostering a collaborative environment, the AA empowers its staff to thrive and grow within their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solutions Complaints Handler in Cheadle Hulme
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The AA. 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 The AA 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 Customer Solutions Complaints Handler in Cheadle Hulme
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 The AA:Your cover letter is your chance to shine! Tell us why you want to work at The AA 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 The AA!
How to prepare for a job interview at The AA
✨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.
