Complaints Handler/ Customer Care Advisor

Full Job Description

Complaints Handler/Customer Care Advisor
Full time role
Based in Shiremoor
Immediate Start

We are actively looking for a Customer Care Advisor for one of our prestigious clients. This role will be handling customer complaints, queries and escalations calls to a high quality. Our client offers an excellent work environment with ongoing training and development and they like to acknowledge and reward success and is aware how important it is that workers feel appreciated and part of the team.

Base pay is 14.14 per hour.

• 37 hours per week over 5 days out of 7, Monday to Sunday working on a shift pattern, early shift starts at 6am.
• Free parking available, good transport links
• Temporary to Permanent opportunities
• Excellent training & development

Strong customer service skills are essential. You must be confident in handling a wide range of incoming and outgoing calls with customers and work to a high quality standard of delivery. Experience of working in a customer service environment is essential, and working for a Utilities business is advantageous.

Opportunities and excellent training will be given, however good IT literacy is essential, especially a good knowledge of Microsoft office packages along with excellent organisational skills.

Key Responsibilities:

• Deliver excellent customer experience in line with the company's Quality Framework
• Investigates complaints against company policies and procedures and regulatory guidelines;
• Where possible, directly provides complaint solutions to customers;
• Ensures complaints are handled in line with process, procedures and within regulatory timeframes.
• Act as the primary point of contact to their customers providing advice and guidance through a variety of channels; primarily telephone, but also including email, SMS text and social media
• Take ownership of all contacts, including enquiries and complaints, and use initiative to develop practical solutions to resolve the situation
• Input quality and accurate information into core IT systems, enabling operational colleagues to respond to the needs of the customer fully informed and in a timely fashion
• Liaise with internal departments and external companies to ensure a seamless and consistent service for customers

If this role sounds of interest to you then please do not hesitate to apply and we can discuss further.
Please contact Angela Sinton for more information on (phone number removed) or apply directly through this advert.