Your primary role is to proactively manage Stage 1 written complaints serving as the first point of contact for customers who are expressing concerns or dissatisfaction, employing empathy, problem-solving skills, and proactive communication to address their issues effectively.
Duties:
* You will be the gate keeper for the Complaints Service and you will be the first point of contact for handling escalated service enquiries.
* You will be responsible for triaging and assessing customer concerns, providing appropriate solutions and where possible service recover the issue raised.
* You will be able to multitask and swiftly understand the best route for the customer to resolve their dissatisfaction, by either service recovery or logging a formal complaint to be investigated.
* This role requires proactive engagement with customers, effective problem-solving skills, and a focus on delivering exceptional service recovery experiences by triaging customer concerns effectively and with the customer in mind.
Location; Hammersmith, Hybrid, 2 days in the office, 3 days at home.
Pay rate £22.27 PAYE or £29.45 UMBRELLA
This is a temp ongoing role to start ASAP with potential to become permanent for the right person
Salary description
£22.27 - £29.45 per hour