Customer Service Agents

Brookwood Recruitment Limited
19,000 + Excellent benefts
10 Aug 2017
17 Aug 2017
Contract Type
Full Time
A blue chip private sector organisation who provides a wide range of services to public and private sector is seeking a Lead Administratorto join their expanding busy team on a full time permanent basis in Birmingham. You will be joining a truly global group, who as a combined business, employ c70, 000 people and turnover in excess of £5 Billion.

Customer Relations Case Handler

the Customer Service/Case Handler will report to the Customer Relations Team Leader. The position holder will be responsible for receiving, investigating and responding to complaints within contractual service levels. The position holder will be an integral part of the Business Assurance Team ensuring that customersare provided with excellent customer service and demonstrating our commitment to fair and ethical treatment , we need candidates who have had experience in complaints handling

Dimensions / Key Accountabilities

- Ensuring all complaints are logged accurately, acknowledged and a resolution provided in accordance with contractual service levels agreements
- Receiving and managing complaints directly, via telephone, email and post
- Performing preliminary classification of complaints
- Escalating serious complaints in line with company procedures
- Managing their own workload to ensure that complaints are progressed within SLA
- Gathering information from other areas of the business in order to investigate complaints fully
- Resolving escalated queries before they become a complaint
- Communicating effectively both internally and externally using appropriate methods of communication
- Proactively managing claimant feedback in the interest of the business and continuous improvement
- Producing Management Information for internal customers
- Any other reasonable request that is not specified in this job specification

Key Skills and Experience

- Educated to a minimum of A Level standard
- A proven ability to communicate effectively
- Exceptional organisation skills, accuracy and a meticulous approach to data input
- Self-motivated with the ability to work autonomously
- Previous complaint handling experience


- Working to agreed service levels
- Experience of working in a highly confidential environment

Personal Attributes:

- Dedicated to providing a high level of customer service and responding to an individual's needs
- A proven commitment to quality and continuous improvement
- Understands the potential wider impact of their decisions
- Enthusiastic, with a positive approach
- Realises the importance of empathy when handling complaints

salary 19k + 23 day holiday and excellent benefits, if you have the experience for this role please apply today

we have 3 roles and 2 of which are 1 year fixed term contacts (benefits apply)1 permanent

Similar jobs

Similar jobs