Back to Job Search

Executive Complaints Handler

  • Location: Glasgow
  • Salary: £24650 + 10% Bonus per year
  • Job Type:Permanent

Posted about 1 month ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 12 August 2022
  • Job Ref: LW/19301 G


As an Executive Complaints Handler, you’ll be the final escalation point for our customers whilst liaising with third party organisations. You'll be delivering a first-class customer experience and will deal with high-level complaints, including CEO, Media, MP and third-party agencies.

• Resolve all high-level complaints to a high standard within set timescales, whilst ensuring a first-class customer service

• Prepare and submit Ombudsman/third party case files to a high standard whilst considering customer experience

• Where appropriate, challenge third party decisions using your strong negotiation skills and fact-based evidence to support

• Implement customer remedies within agreed SLA’s and regulations. Share best practice in resolving customer complaints to improve front end resolution

• Liaise with customers by preferred contact methods aiming to resolve quickly and efficiently

• Successfully negotiate with customers, coming to a fair and amicable resolution whilst balancing customer expectations and commercial aspects

• Identify and feedback trends from third parties to aid Continuous improvement

• Work side by side with improvement teams to help deliver improvement initiatives

• Work towards KPI’s and SLA’s as agreed with the Executive Team Manager Make recommendations to help improve performance levels

• Build close working relationships with third party organisations

• Make sure that systems are updated with accurate account information

• Using your exceptional in-depth working knowledge of complaints handling, ensure that activity complies with regulatory requirements, GDPR and quality standards

What you will need

• Two years’ experience in investigating and resolving high level complaints in a high performing and technically skilled role is essential

• Experience understanding and responding to third party requests for information is essential

• Proven and demonstrable experience balancing customer experience against commercial considerations

• Experience liaising with and communicating with third party organisations is essential

• Proven experience in handling a demanding caseload in a highly skilled and fast paced environment

• Demonstrable strong negotiation skills used in a customer facing and third-party contact environment

• Strong numeracy skill with the ability to identify data trends to make recommendations is essential. Strong literacy skills with proven experience in communicating effectively with customers, business stakeholders (including directors) and third parties. You should have a confident, clear and concise manner Qualifications and other requirements

• Previous experience working in a technically skilled role within the Telecoms, energy or water industry is essential

• Demonstrable knowledge of industry standards and regulation relating to complaint frameworks

• A curious nature with the want to challenge the Status Quo IT literate with excellent working knowledge in the effective use of Microsoft (Word, Excel PowerPoint) is essential.