Complaints Handler Bournemouth, England
Job description
Complaints Handler
£24k - £25k p/a
Are you looking to build a career within a thriving, dynamic and digital savvy company?
Glow Green is a green energy technology company and we supply solar panels, battery storage, boilers, air conditioning and electric vehicle charging.
All our products are installed UK wide through our Glow Green Uber style installers app, and our network of 2,000 live installers nationwide is growing by the day.
We have an excellent opportunity for an office based Complaints Handler to be a part of our ongoing success.
This is a great opportunity to learn something new and be a part of a very rapidly growing green industry.
Complaints Handler Responsibilities
- Conduct investigations and manage the resolution of complaints, from beginning to end;
- Produce written communications that are accurate, concise and well organised;
- Ensure that written correspondence is within regulatory and organisational compliance requirements;
- Proactively work with operational areas of the business to resolve complaints as quickly as possible;
- Ensure all all new complaints, both verbal and written are logged and tracked correctly;
- Investigate the most serious of complaints, gather evidence from both customers and staff members, ensuring they are handled effectively and learning is identified;
- Taking a lead role in effectively and efficiently handling cases relating to the ombudsman and other governing bodies as applicable;
- Support the collection and reporting of monitoring information to enable learning and improvements to be implemented across the business;
- Assist in complaints reporting to senior leaders and the FCA. Provide coaching and feedback to the client service crew based on analysis of complaints;
- Maintains control of work load through actively monitoring and updating applicable systems (including CRM) and maintaining internal/external client contact;
- Demonstrates active engagement in improving the client experience through participation in feedback sessions and process improvement discussions;
- Maintains the Knowledge base articles on CRM and updates based on client feedback and contact/complaint trends;
- Attends external training to maintain required knowledge and skills in complaints handling;
- Participates in special projects and performs other duties as assigned.
The Ideal Candidate
- Is a subject matter expert in complaints handling and resolution;
- Experience in working as part of a complaints team in a relatable industry;
- Experience dealing with the Financial and Furniture Ombudsman is desirable;
- An ability to empathise with the customer, understand their situation whilst remaining aware of the business needs;
- A passion for enhancing the customer experience and implementing improvements;
- Excellent customer engagement skills;
- Commercial acumen and effective decision making;
- A quick problem solver;
- Empathetic and and works well with people;
- Very hands-on and solve problems when identified;
- Experience of managing review sites such as TrustPilot;
- Strong negotiating skills.
Benefits
- Competitive annual salary of £24k - £25k, dependant on experience;
- 33 Days annual leave entitlement (including Bank Holidays);
- Your birthday off;
- Employee referral scheme of up to £1k per successful referral;
- Company sick pay;
- Free parking;
- Eye care vouchers;
- Paid nights out and staff lunches;
- Staff perks fridge;
- Employee of the month scheme;
- Performance related pay reviews;
- Excellent progression opportunities across the business as we continue to expand;
- Early probation for employees who excel;
- Company Pension Scheme.
If you believe you are the Complaints Handler we are looking for, apply now!
Job Types: Full-time, Permanent
Salary: £24,000.00-£25,000.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Referral programme
- Sick pay
Schedule:
- Monday to Friday
COVID-19 considerations:
Glow Green provides all the relevant PPE, and has in place all the protective measures to ensure the safety and wellbeing of our employees whilst working in the office.
Ability to commute/relocate:
- Bournemouth, BH8 8EZ: reliably commute or plan to relocate before starting work (required)
Experience:
- Complaint handling: 1 year (required)
- Call centre: 1 year (required)
Work Location: One location
