Customer Liaison & Complaints Handler

Do you want to work for one of the leading digital healthcare providers?

Do you have customer service experience? Are you organised and can deal with customer complaints? Then this is the role for you!

Salary: £25,000 per annum

Working Hours: Monday to Friday 08:30am – 17:00pm – Currently hybrid 2 days in the office and 3 days at home

Supporting digital services to the UK market covering Lifestyle, Nutrition, Mental Health and GP services you will be the Customer Liaison and Complaints Handler will assist in the daily delivery of the screening service to ensure that customers’ expectations are exceeded.
To effectively deal with customer concerns, escalations and complaints within the operations team.
To ensure that the company is portrayed in a professional manner at all times, to make responsible decisions based on
available information and to administer customer feedback in line with company policies and procedures.

Your roles and responsibilities:

• Investigate each complaint independently & impartially to determine the outcome in a timely manner in line with the Company process and KPI’s
• Be accountable for allocated complaints and ensure progression to resolution referring to Senior Management as required
• Provide feedback to the appropriate managers with regards to agent errors, complaint outcomes and any trends identified, so that they can address with the individuals concerned
• Compete monthly complaints analysis, identify the root cause of complaints to reduce these for the future and improve service to customers
• Support the delivery of daily operations, liaising directly with customers where concerns or escalations have been raised
• Organise and manage own workload to meet targets and strict deadlines -handling an active caseload of work which includes simultaneously dealing with a number of cases
• Ensure that all complaints are logged and maintained on to the relevant system in an accurate and timely manner

What skills are needed for the Customer Liaison & Complaints Handler role?

• Highly Organised and able to work on own initiative
• Ability to problem solve with a common sense approach
• Friendly and able to work well within a team
• Excellent communication skills, both written and verbal
• Attention to detail
• Positive, ‘Can do’ attitude at all times
• Commitment to the highest standard of customer service
• Flexible approach to work and workload
• Open and honest approach at all times
• Team player
• Willing to learn

**There is no onsite parking for this role so you will have to travel by Public Transport