Case Handler

Job content

Location: Bradford

Salary: £21,645.00 per year

Hours: Monday to Friday from 8:30–8:00pm

Hours are up to 45 hours per week and will fall between these hours

Purpose of Job

To provide a comprehensive support service to the business by fully engaging in the customer management functions ensuring that queries and complaints are accurately and fully recorded, investigated and responded to in accordance with the headline documents and management instructions.

You will follow up on complaints to ensure trend analysis is accurately recorded & reported, and to report on all complaint related data within the business.

Further to the above you will be required to raise the standards of Customer Service throughout the organisation by ensuring that all escalated complaints are properly recorded, assigned and effectively dealt with.

You will provide an enhanced customer care function for customers for whom things go wrong and to protect brand reputation. Further to this you will process & monitor complaints of all descriptions and ensure that, where appropriate, details are passed to the relevant department and issues are completed in a timely fashion and in accordance with Company policy.

You will collate information on and report upon trends in complaints, in order to facilitate business improvements; ensuring accountability, including where appropriate the involvement of HR and the relevant disciplinary procedures. You will also effectively liaise with interested third parties and regulators.

Responsibilities

• Dealing with escalated customer complaints relating to all aspects of the business (howsoever received)
• Thoroughly investigating issues, identifying root causes, managing resolutions and assessing and settling compensation claims in accordance with reasonable business expectations and attributed financial limitations
• Highlighting escalated matters, proactively ensuring appropriate action can be taken to prevent a recurrence, recording outcomes and decisions
• To be a team player assisting colleagues as required, proactively looking for additional tasks that need completing or taking on issues to ease workflow of colleagues as and when time allows or there is imbalance in allocated tasks; effectively communicating and avoiding any overloading of colleagues
• Collect, record and allocate received correspondence regardless of source, ensuring that where this is a customer complaint it is responded to in line with the procedure for Handling Complaints and related policies & performance measures
• Provide administrative support duties as required and ensure that the fuller functions of the department are maintained by ensuring positive and effective working relationships with all members of the team and other interested parties, such as Trading Standards, lending companies, FENSA and the GGF
• Proactively liaising with all relevant departments to ensure a high quality of after care and the effective dealing of customer queries and complaints, effectively managing issues that are reallocated or reassigned.
• Maintain an awareness of current data protection regulation and act only within the law and in accordance with company policy & procedure
• Provide general advice and guidance to colleagues around the business within the limitations of own knowledge, signposting as appropriate
• Help to achieve standards required for quality management objectives, including the performance of Complaint Management Audits
• Liaising with all external organisations interested in or referring complaints and providing adequate and appropriate responses following investigation
• Obtaining customer feedback through all communication channels, in particular ensuring that opinions as to the complaints process are obtained, recorded promptly and reported upon
• Producing management information reports, as required. Including analysing data from the Complaints Management System & satisfaction surveys etc and providing feedback and reports to affected departments through the relevant Departmental Management.
• Adhere to the company Code of Conduct & Customer Charter
• To ably cover the roles of colleagues during periods of absence, planned or otherwise
• Adopt a flexible approach according to the needs and resources of the business and undertake other duties as may reasonably be required
  

Ideal Skills And Experience

• Case Handling experience – ideally 6 months+
• Previous experience working within a Customer Service role
• Experience of dealing with your own workload from start to finish would be advantageous
• Ability to adhere to strict process and policy
• Quality driven with excellent attention to detail
• Confidence and ability to hold difficult conversations and investigate further
  

Benefits Include

• 28 days holiday per year
• Free parking
• Appropriate training will be provided as the role demands ensuring the individual is set-up for long term success
• A succession plan in place where you can grow your career
• Lively modern office and supportive team environment
• Genuine career prospects for the right people
  

As mentioned above, the business is now going through a period of significant financial growth and success and are looking for individuals who aspire to help the company reach that next level.

If you are driven by success and want a stable and modern working environment coupled with the opportunity to progress your career and increase your earning potential then look no further!

Click apply today for a confidential call back with a member of our team.