Are you a passionate complaints handler with a knack for delivering exceptional customer service? Do you thrive in fast-paced environments and have a keen eye for detail? If so, we want to hear from you! Our client is seeking a dynamic Customer Care Handler to join their team!
Position: Customer Care Handler
Contract Type: Permanent
Annual Salary: 30,300
Working Pattern: Full Time
Role Overview
As the Customer Care Handler, you will be a cornerstone of the organisation’s customer service operation. You will oversee the Customer Outcome Team’s daily administration, focusing on two pivotal areas: complaint handling and supporting regulatory requirements. Your analytical skills will play a crucial role in ensuring customer satisfaction and compliance.
Key Responsibilities
- Complaint Handling: Assess, evaluate, and investigate all complaints in line with departmental KPIs.
- Root Cause Analysis: Identify and analyse complaints from various sources, including Trust Pilot and social media.
- Operational Support: Implement and improve departmental processes based on analysis and forecasting.
- Training & Development: Identify staff training needs, develop training materials, and conduct refresher training sessions.
- Customer Engagement: Conduct regular assessments of customer interactions to ensure compliance with Treating Customers Fairly (TCF) principles.
- Collaboration: Work closely with internal departments and senior management to provide updates on team activities and development projects.
- Reporting: Submit KPI reports and maintain a root-cause analysis register.
What We’re Looking For
- Experience: Proven experience in customer service operations, complaints handling desirable but not essential.
- Skills: Strong analytical skills, exceptional attention to detail, and a talent for training and observation.
- Interpersonal Skills: Ability to build rapport quickly with clients and colleagues, demonstrating empathy and understanding.
- Motivation: A proactive approach to setting and achieving personal and departmental goals.
Why Join Us
- Be part of a forward-thinking organisation with a strong reputation in the industry.
- Enjoy a supportive work environment where your contributions are valued.
- Take the next step in your career with a role that offers both challenges and opportunities for growth.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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