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Complaints Handler
Title: Complaints Handler
Category: Administrative / Clerical
Job type: Permanent
Job status: Full Time
Salary: £15,001.00 - £20,000.00
Salary per: annum
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We are currently recruiting for a Complaints Handler (known internally as a Customer Resolution Officer).

The overall purpose of this role is to deal professionally and effectively with all customer complaints, within set timescales, always aiming for first time / appropriate resolution, ensuring regulatory and legislative compliance, and supporting the fair and appropriate treatment of customers.

Key elements of the role:

Gathering information that will allow you to efficiently resolve and respond to complaints, including statements from Enforcement Agents, analysis of call recordings from the Customer Contact Centre, vehicle condition reports, liaising with different departments i.e. Audit, Client Services and Customer Contact Centre.

Viewing Body Worn Video (BWV) footage as part of complaint investigations to determine if enforcement activity was carried out correctly, and to establish if allegations raised by the customer are valid or not.

Ensuring accurate, high quality and personalised complaint responses are issued to customers both by Email and whitemail, and within set timescales.

Resolving complaints over the telephone effectively (both inbound and outbound calls), using excellent telephony skills.

Ensure customers are kept up to date with the progress of their complaint, and the investigation, ensuring if complaint deadlines will not be met that a substantive interim response is issued / provided to the customer. Telephone calls also made to keep the customer updated.

What you'll need:

Good interpersonal skills

Excellent organisational and communication skills

A customer focused outlook

A positive, self-motivated character and an ability to work as part of a team

Experience in dealing with written / verbal complaints is essential, including the extraction and identification of issues and required outcomes in order to provide suitable written responses and resolutions

Experience of using Microsoft Word and Outlook (or similar)

Excellent literary skills and customer service skills

An ability to demonstrate empathy and forbearance when dealing with customers in financial hardship

We ensure all employees receive ongoing support, training in their respective fields and a wide range of benefits. These include:

25 days annual leave, plus bank holidays

Simplyhealth cash plan

Training and Development

Pension scheme

Cycle to work scheme

Childcare vouchers

Retail discount card benefit scheme

Marston Holdings is the UK’s largest judicial services company working for over 500 local authorities, central government and businesses. Our 4,000 frontline agents and self-employed enforcement officers deploy from 170 offices and help collect £500m a year on behalf of UK taxpayers and business.

We are an industry leader in the delivery of ethical services, prioritising customer welfare and using data to help our clients make better decisions.

Interested? Apply now!
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(3rd party vacancy)
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