This is the job
Job Title: Customer Solutions Complaints Handler
Location: Remote
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Salary: £22,200
Contract: Full time – permanent
Hours: Monday-Friday, 9am-5pm
Our Complaints Handlers are an integral part of the AA’s evolution utilising data and innovation to ensure we provide a first-class level of service to our customers.
You will handle a caseload of customer complaints, providing resolutions and suggesting business improvements to improve the customer journey, while adhering to regulatory guidelines and timescales. As some calls you deal with could be more complex or involve distressed customers, we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situations
We are the engine that keeps Britain moving, apply now to unleash your potential!
What will I be doing?
- Handle complaints from various areas of the business, accurately recording all complaints, actions, findings and solutions
- Liaise with all internal and external departments to ensure that all cases are investigated fully, ensuring each case is treated fairly and on it’s own merits
- Manage your own workload, demonstrating an awareness of and adherence to regulatory timescales
- Act as a subject matter expert for customer dissatisfaction, providing support, guidance and advice to operational departments and sharing best practice
- Work alongside the senior management team to identify trends and root cause of complaints and suggesting process developments to enhance customer satisfaction
What do I need?
- Experience of dealing with customer complaints, either as a first point of contact or as a case handler
- Strong written and verbal communication skills
- Strong IT Skills
We’re looking for someone to become:
- A guardian: you’ll be supportive with the ability to remain warm and kind, even in the face of conflict
- A champion: you’ll make our customers feel respected and valued
- A problem solver: you’ll understand incoming information and make logical decisions quickly and efficiently
- A self-starter: you’ll be proactive taking pride and ownership in your work while working towards targets
- A composed operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively
- A multitasker: you’ll be able to retain and sort incoming information accurately and swiftly
