Complaints Handler

Job Description

Concentrix is looking for a collaborative and dedicated Customer Service Advisor - Complaints to join our inclusive and friendly team.

This full-time complaint handling role is based in Glasgow with hybrid working and with earning potential up to £27,878 and many excellent benefits.

As a flexible Customer Service Advisor - Complaints, you will manage, resolve and close off all escalated customer complaints efficiently and effectively. You will also ensure a positive customer experience that encourages customer satisfaction and retention.

Shift hours for this position will be 8am - 8pm Monday - Friday with one rotational Saturday in four with hours from 9am - 6 pm. Sixteen weeks of training will also be provided with hours from 9am - 5:30pm Monday - Friday.

To give you an idea of how this Customer Service Advisor - Complaints role would look and feel, here are some things you could expect to do:

• Investigate complex customer complaints escalated by frontline advisors through customer callbacks and call listening to find solutions
• Liaise with customers through inbound and outbound contact (telephonic or email)
• Resolve customer complaints and queries within operational and client policies and procedures
• Ensure all accounts identified as high-risk accounts are closely monitored and actioned promptly
• Establish the customers’ needs to diagnose and resolve problems

To apply for this complaint handling role, you will need computer literacy, including proficiency in MS Outlook and the ability to quickly and effectively navigate various screens and systems. You will also require an excellent command of the English language, along with business writing and typing skills. In addition, you should have basic Excel proficiency around data and reporting and exceptional knowledge of process adherence. Financial literacy is also essential.

In return for your dedication, collaboration and commitment, you will receive a salary of £23,878 with earning potential up to £27,878 and an excellent benefits package, including discounted parking and hybrid working with two days onsite and three days WFH per week.

Please don't hesitate to get in touch with Concentrix's team today to apply and register your interest for this full-time Customer Service Advisor - Complaints position in Glasgow. We look forward to hearing from you!