Senoir Compliants Advisor
Location : Manchester
Post Date : 21 March 2017
Employment Type : Temporary
Job Order Number : 470296
Line of Business : Accounting and Finance
Robert Half is excited to announce their latest senior customer complaints and resolution role, based in Manchester City Centre. This role is temporary until June 17, pays circa £11.50 per hour
Our client is the watchdog for public transport, based Manchester City Centre.
The Role - Senior Complaints and Resolution
Working within a small team you will be responsible for taking a low volume of calls and emails and dealing with intricate complaints.You will be managing up to 100 complaints at any given time. a high level of organisation and multi-tasking is required. Passenger complaints vary, however normally fall within 3 fields, charges and rebates, compensation and general gripes (non specifics). Typical complaints will vary from anything from abuse on the train to a regularly used entrance being closed. Each complaint can involve a high level of investigation work along with communication with the service provider to gain resolution for the consumer.
You will conduct monthly meetings with the transport companies to discuss the issues that have arisen, why things have gone wrong and to try and re-educate the organisations mind set. As a member of the senior customer advisor/complaints team you will also need to have an analytical approach and be able to spot trends within the different complaints and train lines and be able to address this at the meetings.
As senior complaints advisor you will have an excellent phone manor and be able to build instant rapport with the consumer, you will need to be able to set the consumers expectations from the offset, giving advice and help resolve issues. You will also need to have excellent negotiation skills, the senior customer advisor team speak directly to the transport companies and help to negotiate the compensation and resolution for the passengers
As Senior complaints advisor you will have experience of dealing with escalated complaints in detail, dealing with a high level of investigation to gain resolution. The ideal candidate will have a strong Customer service background, have experience of intricate complaints handling, any experience of face to face meetings would be a huge advantage. the successful candidate will need to be highly organised, self managing, and have the ability to effectively prioritise their work load along whilst being an effective decision maker. Someone from a soft field sales background would be ideal. Excellent communication skills, both written and verbal are essential. This is not a call centre role.
Salary and Benefits
The Senior Customer Complaints and Resolution officer role is a temporary booking, paying circa £11.50 per hour. This booking is till end of June 2017, with a strong chance of extension.
Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.
26, Spring Gardens,
M2 1AB Manchester