Complaints Handler

England, Greater Manchester, Stockport
Up to £20000.00 per annum
01 Apr 2019
29 Apr 2019
JN -012019-48058
Paige Harris
Customer Service
Contract Type
Full Time



The role -

The job holder will deal with Insurance, Road, Membership and B2B complaints

  • Accurately record all complaints, actions, findings and corrective activity
  • Treat all cases fairly and on an individual basis
  • Liaise with all internal and external departments
  • The job holder will be responsible for the day to day management of their own workload, ensuring that cases are dealt with within regulatory timescales.
  • Delivery of KPI's that drive personal quality.
  • Advocate customer centric approach to handling dissatisfaction across the AA.
  • Business Subject Matter expert for customer dissatisfaction - provide advice and guidance to other team members to share best practice.
  • Work with the senior management team to identify root causes for complaints and identify service improvements to address these.
  • Ensure that compensation to complainants is within defined authority levels and proactively seek optimum ways to resolve customer complaints in allocated caseload.
  • Provide support to other operational departments when required

Skills and Experience -

  • Proven ability to manage and resolve complex complaints at all levels.
  • Must have a regulated background.
  • Proven understanding of the sales environment.
  • Very high level of tact, diplomacy and a resilient nature
  • Ability to be consistently empathetic and friendly, whilst remaining professional, and balancing customer and business needs.
  • Ability to remain calm and customer focused when under pressure
  • Ability to write bespoke letters to resolve customer complaint, fairly and effectively.
  • Confidence and ability to converse with management at all levels.
  • Good standard of written English, including spelling and grammar. Ability to write clear, concise business letters.
  • Ability to gather data logically while paying attention to detail. A methodical, diligent and robust approach displayed to ensure that all data is gathered and cases are dealt with appropriately.

Salary - £20,000

Hours - Mon - Fri 9am - 6pm (9.00-5.00 / 10.00 - 6.00)

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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