Customer Complaint Handler - Surrey

£1000 Bonus - Insurance - Customer Service
Ref: 568 Date Posted: Wednesday 31 Jul 2019
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Our Client is looking to recruit a Customer Complaints Handler.

The main aspects of the role are - Respond to customer complaints in an efficient and professional way. By means of investigation and review, ensure that the outcome of any issues is fair and reflects our service expectations whilst balancing operational and commercial reality against the expectations of the customer.


  • Log all written and verbal quality issues on to the Respond system and to provide written acknowledgements or immediate responses where applicable
  • Ensure that relevant information is requested at the point of logging, and that this is monitored, to enable a complete investigation once the issue is allocated.
  • Manage the investigation and resolution of issues that can be resolved within 5 days, in a timely, impartial and diplomatic way by telephone and in writing.
  • Effectively analyse information to ensure accurate decisions are reached.
  • Manage the timely resolution and effective management of issues by use of Respond Tasks and the Respond Diary System.
  • Handle calls directed to the generic Customer Support telephone number or via the internal hunt group.
  • Accurately assess the severity of issues and decide on the most appropriate level of goodwill where relevant
  • Liaise with external clients, suppliers and end users, as required.
  • Escalate issues, where appropriate, to the Customer Support Team Manager with recommendations of action to be taken

If you have exceptional customer skills and also experience of complaint handling and wish to apply, please send a copy of your CV by email.