Job description

We want a Customer Services, Complex Case Handler to join our team with the aim of delivering exceptional customer service whist managing business customer complaints through to resolution.

Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? At Foundever we focus on you and with your drive, we look to create your best moments.

What you’ll be doing.

As a Complex Case Handler, you will be responsible for completing a full investigation into your customer’s issue, providing the resolution and accurately recording all stages of the complaint to ensure precise reporting.

About you:

It is essential that you are a people person and are able to build rewarding relationships with customers. You must have the ability to remain calm, friendly and empathetic when dealing with customers and their issues.

We are looking for people who are excellent at customer services, and have at least one year’s experience in a complaints handler role, preferably in the utilities sector but not essential. You must be able to demonstrate excellent communication skills both written and verbal and it is also essential that you have a keen eye for detail with excellent problem solving skills.

Key Responsibilities:

• Acknowledge complaints promptly and professionally, ensuring customers feel heard and valued. Investigating general issues as they arise and taking appropriate actions.·
• Investigate complaints thoroughly, gathering relevant information from internal databases, systems, and communication channels.
• Liaise with relevant to gather additional information and insights into complaint issues.· Communicate effectively with customers throughout the complaint resolution process, providing updates and ensuring transparency.
• Ensure all policies and procedures are adhered to and evidence as required.·
• Be the point of contact for operational colleagues, ensuring that the customer is informed of their complaint progress.
• Document complaint resolutions accurately and comprehensively, maintaining detailed records for future reference and analysis.
• Monitor complaint resolution time lines and escalate unresolved issues to appropriate levels of management for further intervention if necessary.
• Aim for first time resolution to avoid re-opened or repeat complaints and gain customer satisfaction.
• When necessary handle inbound calls to support the business.
• In addition to complaints you will be required to provide troubleshooting / advice to non-complaint related cases.

Your Profile & Experience:

· Expertise: Previous experience working as a complaints handler in a contact centre environment.

· Rapport: Ability to confidently build rapport with customers.

· Communication skills: Excellent verbal and written communication skills.

· Ability: Good numeric and verbal reasoning skills.

· Critical thinking: Effective problem-solving skills.

· KPI: Managing your workload to meet SLAs.

· Organisation: Excellent organisational skills. Able to work accurately and to strict deadlines, individually and as a team player.

· Attitude: Positive and self-motivated with a can do attitude to problem solving.

Our opening hours are:-

• Monday - Friday 08:30 - 17:00

Wagestream

All employees get access to this money management app gives you access to a toolkit of services built around your pay. It can help you to:

• Use Flexible pay to choose when to get paid throughout the month.
• Track your shifts, earnings and spending in one place.
• Build a rainy day pot to reduce financial stress and reward yourself in the future.
• A Benefits checker to calculate what government support you could be missing out on.
• Chat to a Financial Coach to get expert guidance about your money.
• Get discounts on your shopping with Vouchers.

Plus

• Industry Leading training and support.
• Continued development and opportunities.
• Wellness Programmes
• Company events
• Casual Dress Code

If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.

· [ever] creative. [ever] committed. [ever] connected.

#newgb04

Job Types: Full-time, Permanent

Pay: £27,000.00 per year

Benefits:

• Canteen
• Casual dress
• Company events
• Company pension
• Employee discount
• Health & wellbeing programme
• On-site parking

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (required)

Experience:

• customer service: 2 years (required)

Work Location: In person

Application deadline: 01/06/2024
Reference ID: #newbg04
Expected start date: 10/06/2024