Executive Complaints Handler Jobs

Role Profile

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.

Responsibilities Of The Role

• Using your exceptional in-depth working knowledge of complaints handling, ensure that activity complies with regulatory requirements, GDPR and quality standards
• Resolve all high-level complaints to a high standard within set timescales, whilst ensuring a first-class customer service
• 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
• Liaise with customers by preferred contact methods aiming to resolve quickly and efficiently
• 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
• Make sure that systems are updated with accurate account information
• Act as a mentor to complaint champions and support the team coach/team manager to deliver learning and development activities on Complaint Handling.
• Work with the Executive team manager to make changes to complaint frameworks and process improvements, where required
• Take responsibility for personal development, staying up to date with the latest industry standards
• Work closely with Complaint Champions to understand early complaint trends and utilise information to make recommendations
• Hold and demonstrate an in-depth knowledge of Verastar systems, processes, products and services
• Create and maintain excellent working relationships across the Verastar colleague community.
• Prepare and submit Ombudsman/third party case files to a high standard whilst considering customer experience and commercial aspects associated to Verastar
• Build close working relationships with third party organisations
• Work towards KPI’s and SLA’s as agreed with the Executive Team Manager. Make recommendations to help improve performance levels

Success Measures

• Provides clear and detailed casefiles, achieving the right commercial and customer outcomes
• Provides required feedback in a constructive manner to aid Continuous Improvement
• Actively seeks personal development
• Achieves all agreed objectives and QA measures
• Positive customer feedback scores (NPS/Bright etc).
• Consistently achieves successful complaint resolutions

Experience

• 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.
• Previous experience working within a continuous improvement/data insight led role is desirable
• Demonstrable knowledge of industry standards and regulation relating to complaint frameworks
• Previous experience presenting customer data led findings, with a view to making recommendations to senior stakeholders is preferred
• 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
• Previous expert experience utilising customer information management systems essential
• Previous experience working in an autonomous nature to resolve queries, make suggestions to customer problems and make recommendations for improvements.
• Two years’ experience in investigating and resolving high level complaints in a high performing and technically skilled role.
• Experience understanding and responding to third party requests for information.
• Proven and demonstrable experience balancing customer experience against commercial considerations.
• Strong numeracy skill with the ability to identify data trends to make recommendations.
• Demonstratable strong negotiation skills used in a customer facing and third-party contact environment.

Skills

• A confident and clear communication style
• The ability to stay calm and deliver under pressure
• The ability to identify own development needs, keeping up to date with industry standards
• Self-motivated and able to work on your own initiative
• Should take ownership of development, without being prompted, to stay up to date with best practices. Shares learnings with colleagues and leaders
• Resilient with strong negotiation skills is essential

Qualifications And Other Requirements

• Previous experience working in a technically skilled role within the Telecoms, energy or water industry is essential
• IT literate with excellent working knowledge in the effective use of Microsoft (Word, Excel PowerPoint) is essential. Previous experience using Power-Bi would be beneficial
• A curious nature with the want to challenge the Status Quo

In return for your hard work, you’ll get

It takes all kinds of people to make Verastar the success that we are, and we’ve got a range of benefits to make sure everyone is happy.

• Core benefits including pension contributions and life assurance
• Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance.
• Your birthday off every year
• Option to buy up to 10 extra holidays and sell up to 5 holidays per year
• Great discounts on 100s of high street and online stores
• 25 days holiday rising with service up to 28 days
• Cycle to work and travel loans for people wanting a greener commute

The important extras

• Hybrid working – option to work three days from home if you choose.
• No weekends and every bank holiday off
• Amazing on-site facilities, such as free on-site gym, free parking, subsidised café and to top it off an on-site subsided bar for after-work drinks, quiz nights and social events
• Full time/Permanent contract of 37.5 hours per week
• Opportunities to get involved in charity fundraising and volunteering days through our giving back movement

Our newly refurbished HQ is based in the heart of Sale Moor Village next to Sale Water Park. We’re only a stone’s throw away from the M60 and just a short 5-minute walk from the Airport Metro Link line and Sale Town Centre. We also have plenty of free on-site car parking as well as a bike locker if you choose to cycle in.

What Happens Next

If you’re looking for a new challenge with great benefits at an award-winning company, then Verastar is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.

Across The Verastar Group, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.

All successful candidates will be subject to pre-employment checks.