Trainee Customer Relations Handler

Job Details

Contact Info

Contact Person: Tony Martin Email: tmartin@massenhove.co.uk Telephone: 01621 786 220
Job Title: Trainee Customer Relations Handler

Job Description

The Role:

To be part of the Customer Relations Team; providing administrative support as well as dealing with and resolving customer complaints to ensure that we are providing top quality service.

Key Responsibilities:

To log complaints that are received onto the complaints database and allocate them to the team to ensure an efficient distribution of work.

To help run reports in relation to the complaints that the team receives in order to monitor team performance and to provide valuable MI to whole business regarding complaint trends

To provide acknowledgements, both verbally and in writing, to customers following a complaint

To help investigate the circumstances surrounding customer complaints and maintain an accurate audit trail of all communications and decisions made

To help deal quickly and efficiently with customer concerns to ensure excellent service standards are maintained

To take on the handling of less complex complaints, including the provision of a final response, either verbally or in writing

Person Specification:

Preferably degree qualified with a minimum of 2 A levels at grade C or above, although this is not a pre-requisite for someone with both administrative and customer service experience

Experience of writing letters to customers is preferable

Excellent customer service skills

Excellent verbal and written communication skills

Ability to work both independently and as part of a team

Ability to perform to a high standard in a fast paced, pressurised environment.

A confident approach to problem solving

Experience of Microsoft Outlook, Word and Excel.

Details

Job Ref: MASS 966 Hours: Full Time Location: Colchester / Essex Working Term: Contract or Permanent Salary: £16,000

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