Complaints Handler

Our client is looking for an experienced customer service individual, who has previous experience of handling and responding to escalated queries and complaints.

This role offers a basic salary of £27k plus an attractive benefits package, and remote working.

Please be advised this remote working includes one day a month in the office, so you must be able to travel to Leatherhead, Surrey and be within a realistic journey time.

The Role:

• Reporting to the Complaints Manager, you will manage the resolution of customer complaints, ensuring regular updates throughout the process.


• You’ll be responsible for the investigation, resolution and reporting of customer complaints, gathering appropriate documentation and recording information correctly. 


• You'll work as part of a team, managing your own caseload from initial contact through to resolution.

You will also:

• Investigate and resolve complaints using defined policies and procedures.


• Action daily and monthly reports.


• Progress complaints within agreed timescales, recording information relating to the complaint accurately.


• Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.


• Provide a service that delights the customer, ensuring that they are satisfied with the outcome.

The Individual:

• You will thrive in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference.


• You'll have a customer centric approach and the ability to develop rapport with customers and colleagues across the business.


• Previous experience within a customer service / complaints handling role within a regulated environment.


• The ability to write bespoke letters and emails, demonstrating an excellent command of spelling and grammar as well as clearly articulating key points of your investigation.


• You should be able to listen and understand issues, maintaining accurate details.


• You’ll be analytical, demonstrating how you can identify trends and improvements.

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Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

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Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.