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Job Title: Complaint Management Coordinator

Hours: Full-time Monday to Friday with 1 in 4 Saturdays

Hybrid working - remote and office based

Salary: £24,000 - £25,750 p/a

We are seeking individuals who are passionate about delivering the very best customer service and able to handle complaints effectively, with due care and attention.

Nothing is more important here at Everest, than making sure that our customer experience is second to none, so our Complaint Management Coordinators are vital in the delivery of our high level of customer service and maintaining our high levels of customer satisfaction.

Everest values are Innovation, Communication, Ownership and Networking. We are looking for people who share our passions and want to contribute to our continued success.

This is a fantastic opportunity for you to join us at a time of transformation and make a positive impact on our customers and wider team.

What the role will involve:

• Taking ownership of customer complaints from start to resolution via a range of sources including telephone, email, online including Trustpilot and letter.
• Ownership of high-level complaints which may have CEO, solicitor or senior management involvement.
• Managing complaints to ensure SLAs are met and progress of the complaint is logged accurately.
• Prioritising daily workload using an excel based dashboard.
• Talking to our Customers to build rapport and to get a thorough understanding of the problem.
• Collaborating with a range of stakeholders across the business.
• Compiling detailed outcome responses to customers that ensure our customers feel heard.
• Delivering the highest levels of customer service throughout the complaints process.

What we are looking for:

• Customer centric individuals, passionate about delivering the best possible outcomes for customers.
• Experience of handling complaints from start to resolution.
• Active listening and investigation skills, with the ability to get to the true cause of the complaint.
• Friendly and approachable communication style.
• Skilled in both verbal and written communication.
• Able to manage challenging conversations.
• Proactive and problem-solving approach to tasks.
• Resilience and assertiveness while remaining empathetic.
• Confidence to deal with a range of complaints and highly organised.

What we can offer:

• A competitive salary
• Fantastic training programme
• Hybrid role working after an initial period of office based training
• 25 days annual leave plus bank holidays
• A supportive team environment
  
• Employee Assistance Programme

If you think that this role sounds like what you could be doing next, we would love to hear from you – please apply now.

We are an equal opportunities employer and do not discriminate on the grounds of 'Protected Characteristics' as defined under the Equality Act and other relevant UK legislation.