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DATE ADDED: Wed 01/05/2019

Complaints Advisor

Coventry, UK
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JOB TYPE: Contract

SALARY: £10 - £11/hour

Do you have previous customer service and complaints experience? Do you want to work for one of the largest companies based in Coventry? Do you want to work for a company that offer genuine career progression?

Do you want to work for a company that offer fantastic company benefit's Then this position could be for you!

We are currently recruiting for a Complaints Advisor working on a 8 month maternity FTC we and immediate start

Hours of work are 08.30am - 5pm Monday - Friday.

Job Purpose:

To act as the first point of contact for complainants.

To receive and process information on the telephone or in writing from members of the public who wish to make a complaint or have an enquiry about making a complaint and, where appropriate, record sufficient information to progress a complaint to the assessment stage.

Main Duties:

Telephone

• Following pre screening of calls by push button options, take telephone calls from members of the public, council officers, advocates, solicitors, voluntary sector agencies and other public bodies.

• To screen out all obviously premature complaints and all incomprehensible or misdirected calls (with some limited signposting to other organisations)

• To correctly record all required information using appropriate ICT and telephony systems and forward complaints promptly to the assessment stage.

• To give accurate and good quality advice short of a decision.

• To 'flag' complaints that may require joint workings with other industry related organisations.

Correspondence and web complaints

• To process all post and email correspondence.

• To return or reject all obviously premature complaints and incomplete, incomprehensible or misdirected contacts, and provide some limited signposting to other organisations.

• To scan information from incoming postal complaints onto the COIN database and forward complaints promptly to the assessment stage.

• To correctly record all required information on the relevant database before the complaint is forwarded to the assessment stage.

• To 'flag' complaints that may require special handling and forward to assessment stage.

Other duties

• To work within the target performance measures for answering and responding to complaints and enquiries.

• Promote, implement and personally comply with the Commission's Equality and Diversity policy.

Skills and experience required,

Previous customer service experience is essential.

Previous complaints handling experience would be desirable.

Excellent communication skills both written and verbal.

Good attention to detail and high levels of accuracy.

Able to work well under pressure and to tight deadlines.

If you are interested and keen on this position please apply now
Role: Complaints Advisor
Job Type: Contract
Location: Coventry, West Midlands (County),

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