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Job Title: Complaints Handler / Customer Services Representative

Location: East Croydon

Salary: £27,000 per annum

Hours: 40 hours per week, 9:00 am - 5:30 pm

Role Outline

We are looking for a dedicated Complaints Handler / Customer Services Representative to join our team in East Croydon. The successful candidate will be the first point of contact for all customer queries and complaints, ensuring adherence to strict processes and procedures. Reporting to the Manager, the role requires excellent communication skills, empathy, and the ability to handle complex issues effectively.

Key Responsibilities

Complaints Handling:

* Customer Communication: Write clear and concise letters to customers in line with FCA guidelines.

* Query and Complaint Management: Take ownership of issues from start to finish, liaising internally to obtain correct information while maintaining one point of contact with the client.

* Management Information (MI): Complete relevant MI regarding complaints and provide feedback to the manager via spreadsheet or other reporting means.

* Vulnerable Customers: Handle interactions with vulnerable customers using the TEXAS approach (Thank, Explain, eXplicit consent, Ask, Signpost).

* Department Liaison: Confidently liaise with various departments to efficiently investigate complaints.

* Record Keeping: Accurately log customer interactions and update the CRM system and Complaints Log.

* Information Retrieval: Retrieve information and create reports for Management.

* Policy Knowledge: Address issues related to cancellations, contracts, and settlements based on company rules and policies.

* Customer Feedback: Provide feedback to help improve customer service culture, response time, and tools to enhance customer experience.

* Regulatory Awareness: Stay informed about regulatory changes regarding complaint handling.

* Review Responses: Confidently use platforms such as Trustpilot to respond promptly to reviews.

Administration:

* Data Entry: Input data into the database, answer phones, and handle customer queries and complaints.

* Courtesy Calls: Conduct customer service courtesy calls.

Detailed Job Role and Responsibilities

1. Customer Service Performance: Deliver exceptional customer service to clients, agents, and internal parties, ensuring timely and empathetic resolution of complaints and queries within FCA guidelines.

2. Effective Communication: Ensure all communication is clear and concise, adhering to deadlines for updates and resolution of issues.

3. Call Handling: Answer phones, speak to customers, and resolve queries until finalisation.

4. Database Management: Use the database to liaise with various parties and produce member documents, keeping the database up to date with any changes.

5. Client Liaison: Communicate with clients, Funeral Directors, and Sales Representatives via phone, letter, or email to keep them informed with the latest information.

Key Skills and Qualifications

* Proactive Approach: Initiative and a natural problem solver.

* Conflict Resolution: Demonstrate skills in conflict resolution, negotiation, and de-escalation.

* Excellent Communication: Strong written and verbal communication skills in English.

* Empathy: Ability to handle stressful situations attentively and show empathy.

* IT Skills: Computer literate with good knowledge of Microsoft Office.

* Organisational Skills: Organised and efficient worker.

* Timekeeping: Excellent timekeeping abilities.

* Listening Skills: Excellent listening skills.

* Teamwork: Flexible team worker.

Requirements

* Experience: Must have experience as a Complaints Handler.

* IT Proficiency: Good IT skills and ability to maintain systems accurately