Customer Complaints Investigator

Opus Recruitment Solutions Ltd
Milton Keynes
20000.00 - 22000.00 GBP Annual
21 Jun 2019
27 Jun 2019
Contract Type
Full Time
Customer Complaints Investigators

Milton Keynes

Salary ??20,000 to ??22,000 (DOE) plus annual bonus & benefits.

The Company

Our client is an innovative, fast growing residential energy supplier. Launched in the UK just 5 years ago they have already established a loyal customer base and have ambitious plans to increase their market share in the UK over the next few years, matching their growth in the US over the last 20 years. Due to this growth our client is looking to recruit an experienced Customer Complaints Investigators.

As part of the Customer Service function, you will be responsible for resolving all customer complaints in an efficient and timely manner.

Key Responsibilities include but not limited to:
  • Ensure that all complaints are handled in a timely and professional manner and in accordance with internal policy and external regulation
  • Provide support to the complaints teams across our partners, ensuring any advice is and recommendations are in line with process and up to date.
  • Always ensure a balanced approach to complaint resolution is undertaken, safeguarding the customer's interests and those of the firm including being responsible for any gesture of goodwill payments
  • Provide reporting around complaints where required by management, identifying any trends where applicable
  • Work closely with all areas across the business (Front Office and Back Office) contributing to an improved customer experience and a reduction in open complaints or a reduction in root cause
  • Act as a liaison point for the UK Ombudsman, ensuring all complaints are managed accurately using the Ombudsman's online portal
The Candidate

The ideal candidate will have previous experience in managing complaints. You must be a good listener, who is calm and able to put themselves in the shoes of a customer. The ability to communicate across all levels, using different mediums such as phone, email and letter is essential.

In return you will receive a competitive salary plus bonus, pension, life insurance and childcare vouchers. You will also get 25 days holiday plus bank holidays. This will increase with length of service.

If you would like the opportunity to work for an expanding company that offer a career and not just a job, then don't hesitate to get in touch.


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