Complaints Executive
- Lancashire
- Call Centre & Customer Service
Position: Complaints Executive
Location: Blackburn
Salary: From £27,000 (Depending on Experience)
Contract Type: Permanent Role Monday to Friday
About the Company:
We are working on behalf of a large legal claim’s provider, who offer exceptional service to clients throughout their claims journey. The company’s goal is to provide clarity, support, and the highest standard of legal guidance. With a forward-thinking approach, and big expansion plans see they are seeking to bring on board talented individuals who share a commitment to improving customer experiences and driving continuous improvement.
About the Role:
The Legal Claims Provider is seeking a passionate and driven Complaints Executive to join their team. In this role, the Complaints Executive will play a crucial part in managing and resolving customer complaints, ensuring that every client feels heard, valued, and respected. Their empathetic approach and problem-solving skills will help enhance the company’s services and uphold its reputation for delivering outstanding customer satisfaction.
This role is office based, Monday to Friday 9am-5:30pm with an hour lunch or half an hour lunch with reduced working time. The role is part of a compliance team made up of 5 employees and this role is heaving involved in managing complaints via email, however there will be an element of managing calls as well.
Key Responsibilities:
The company is committed to creating an inclusive and supportive work environment. They value the contributions of every team member and offer opportunities for personal and professional growth. As a Complaints Executive, the successful candidate will have the chance to make a meaningful impact on the business and client relationships.
Benefits
#HIGHV
Location: Blackburn
Salary: From £27,000 (Depending on Experience)
Contract Type: Permanent Role Monday to Friday
About the Company:
We are working on behalf of a large legal claim’s provider, who offer exceptional service to clients throughout their claims journey. The company’s goal is to provide clarity, support, and the highest standard of legal guidance. With a forward-thinking approach, and big expansion plans see they are seeking to bring on board talented individuals who share a commitment to improving customer experiences and driving continuous improvement.
About the Role:
The Legal Claims Provider is seeking a passionate and driven Complaints Executive to join their team. In this role, the Complaints Executive will play a crucial part in managing and resolving customer complaints, ensuring that every client feels heard, valued, and respected. Their empathetic approach and problem-solving skills will help enhance the company’s services and uphold its reputation for delivering outstanding customer satisfaction.
This role is office based, Monday to Friday 9am-5:30pm with an hour lunch or half an hour lunch with reduced working time. The role is part of a compliance team made up of 5 employees and this role is heaving involved in managing complaints via email, however there will be an element of managing calls as well.
Key Responsibilities:
- Customer Engagement: Take ownership of customer concerns by actively listening, understanding their issues, and working collaboratively to find solutions that exceed expectations.
- Complaint Resolution: Manage escalated complaints with a focus on fairness, efficiency, and transparency, ensuring informed decisions are made and outcomes are equitable for all parties involved.
- Clear Communication: Use exceptional verbal and written communication skills to explain decisions clearly and effectively, ensuring transparency and trust in every interaction with customers and colleagues.
- Cross-Team Collaboration: Work closely with internal teams to ensure timely responses to customer issues, ensuring customer satisfaction remains a top priority.
- Expertise in Complaint Handling: Serve as a resource on best practices for complaints management, offering guidance to colleagues and identifying areas for service improvement.
- External Stakeholder Management: Liaise with external bodies such as the Legal Ombudsman and the Solicitors Regulation Authority to ensure the company’s services meet professional and regulatory standards.
- Proven Experience: Previous experience in customer complaints management, with a strong ability to resolve complex issues with empathy and efficiency. Ideally you will have experience working within a financial or legal claims.
- Outstanding Communication: Strong verbal and written communication skills, ensuring that decisions and actions are explained clearly to customers and colleagues alike.
- Knowledge of Policies: Familiarity with complaints management processes and the ability to effectively follow policies and procedures.
- Problem-Solving Mindset: Ability to think critically and adapt to changing circumstances, consistently improving approaches to customer issue resolution.
- Analytical Skills: Capable of analysing customer feedback, identifying emerging trends, and suggesting improvements to enhance the overall customer experience.
- Technical Proficiency: Comfortable with using complaint management systems, Microsoft Office, and other relevant platforms.
The company is committed to creating an inclusive and supportive work environment. They value the contributions of every team member and offer opportunities for personal and professional growth. As a Complaints Executive, the successful candidate will have the chance to make a meaningful impact on the business and client relationships.
Benefits
- Onsite gym and weekly personal training sessions for all employees
- Fresh fruit delivered weekly
- Free parking
- 23 days annual leave + bank holidays
- Competitive salary
#HIGHV