The Kindertons Group, are looking to recruit a Customer Experience Handler to work as part of our existing Complaints team.
At Kindertons we pride ourselves on our Customer Service and our experienced handlers ensure that our customer's receive the best service possible, sometimes we can't always guarantee that things will go as smoothly as all parties would like, which is where our Customer experience team come in.
The purpose of our complaints team, is to be responsible for reviewing service levels provided by our claims teams with a view to ensure that all clients claims are professionally and swiftly dealt with, whilst at all times enhancing business processes and achieving business objectives. To be the point of escalation, for any customer during their complaints procedure.
Duties will include:
Auditing and quality checking new claims files in relation to initial client contact, script completion & ensuring that the service levels remain high throughout the claims process
To investigate claims further and ensure that we can look for a resolution for the customer.
Checking that we have kept our client aware of the claim progress with regular updates.
Auditing telephone calls.
Providing constructive feedback to line managers to inform them where our service levels are not being achieved within their teams.
Conducting call backs to customers, regarding queries or customer experience issues.
monitor social media complaints or query's
Any other reasonable duties as requested of your line Manage
The ideal candidate will have:
An understanding of complaints procedures or previous working experience, in a complaints role, is beneficial.
A solid Customer Service background either over the phone or face to face.
Excellent communication skills - both verbal, written and listening
A strong attention to detail.
The ability to investigate and look to resolve customer query's
Excellent computer skills - inclusive of Excel and Outlook Messenger
The ability to use their own initiative and make decisions when necessary.
The ability to build strong working relationships internally and externally
The ability to manage a high workload with ever-changing priorities.
Be able to raise standards & ensure standards are met in an environment of mixed ability.
Preferred but not essential – Experience in a Customer complaints or Quality call handler role would be advantageous within this particular department.
Training and Development:
We value our hard working teams and we always look to reward our staff.
Based on performance and ability, Kindertons offers progression and further development within your role. You’ll learn new skills with extensive training and support throughout your role with salary advances through level adjustments.
Monday – Friday office hours 8.30am – 5pm & 1 Saturday in every 4.
30 days Holidays, including Bank holidays
Discounts with hundreds of local retailers
We understand that this is a difficult time for many and that if you were looking to change career paths, now could be a great time to apply for something new.
We are following strict social distance measures on each of our sites, to ensure your working environment is as safe as it can be.
Immediate interview and start available
Job Types: Full-time, Permanent
Salary: £17,750.00 /year