Senior Complaints Handler
Posted Today by Hays Specialist Recruitment Limited
£300 Per day
Inside
Hybrid
West Midlands (Region)
Summary: The Senior Complaints Officer role requires a proactive individual who excels in a fast-paced environment, focusing on delivering high-quality customer service. The position involves managing complaints and enquiries related to Waste Services, ensuring accurate and professional responses while maintaining a positive public image. The role also includes conducting investigations, preparing written responses, and managing a personal caseload effectively. Candidates should possess strong communication and organizational skills, with the ability to engage with senior stakeholders and resolve conflicts empathetically.
Key Responsibilities:
- Delivering exceptional customer service across email and phone channels.
- Investigating and responding to enquiries and complaints about Waste Services with accuracy, efficiency, and professionalism.
- Conducting detailed investigations with colleagues and stakeholders to resolve issues effectively.
- Preparing high-quality written responses to complex and sensitive enquiries for a number of stakeholders and customers.
- Managing your workload flexibly to meet individual and team targets.
- Translating investigation findings into clear, accessible responses for customers.
- Managing a personal caseload while ensuring compliance with quality standards.
- Overseeing follow-up actions with contractors to ensure commitments are met.
- Maintaining confidentiality and adhering to data protection requirements.
- Recording all activity in the CRM system and keeping internal databases up to date.
Key Skills:
- Experience working in a similar senior complaints role.
- Excellent administrative, data-entry, and written communication skills.
- Confidence in engaging with senior stakeholders.
- Ability to analyse complex complaints to identify root causes.
- Strong organisational ability and effective workload management.
- Capacity to work under pressure.
- Empathy in conflict resolution and ability to influence colleagues.
- Skill in building positive relationships with stakeholders at all levels.
Salary (Rate): £300 daily
City: West Midlands
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Senior
Industry: Other
Detailed Description From Employer:
Your new role We are looking for a motivated and proactive Senior Complaints Officer who thrives in a fast-paced environment and is committed to delivering a high-quality customer experience. You will play a key role in ensuring stakeholders receive a friendly, precise and customer-focused service, while helping to maintain a positive public image of Waste Services.
What You Will Be Doing
Delivering exceptional customer service across email and phone channels. Investigating and responding to enquiries and complaints about Waste Services with accuracy, efficiency and professionalism. Conducting detailed investigations with colleagues and stakeholders to resolve issues effectively. Preparing high-quality written responses to complex and sensitive enquiries for a number of stakeholders and customers. Managing your workload flexibly to meet individual and team targets. Translating investigation findings into clear, accessible responses for customers. Managing a personal caseload while ensuring compliance with quality standards. Overseeing follow-up actions with contractors to ensure commitments are met. Maintaining confidentiality and adhering to data protection requirements. Recording all activity in the CRM system and keeping internal databases up to date.
What you'll need to succeed A strong candidate will have experience working in a similar senior complaints role, with excellent administrative, data-entry and written communication skills. You should be confident engaging with senior stakeholders, able to analyse complex complaints to identify root causes and produce high-quality written responses. Strong organisational ability, effective workload management and the capacity to work under pressure are essential. The role also requires someone who can resolve conflicts empathetically, influence colleagues to improve service delivery and build positive relationships with stakeholders at all levels.
What you'll get in return Candidates will benefit from a competitive day rate of 250- 300 via Umbrella, working 37 hours per week on an initial three-month contract with strong potential for extension. The role offers a hybrid working pattern with flexibility based on the candidate's needs, providing a balanced blend of stability, adaptability, and fair remuneration.
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
What You Will Be Doing
Delivering exceptional customer service across email and phone channels. Investigating and responding to enquiries and complaints about Waste Services with accuracy, efficiency and professionalism. Conducting detailed investigations with colleagues and stakeholders to resolve issues effectively. Preparing high-quality written responses to complex and sensitive enquiries for a number of stakeholders and customers. Managing your workload flexibly to meet individual and team targets. Translating investigation findings into clear, accessible responses for customers. Managing a personal caseload while ensuring compliance with quality standards. Overseeing follow-up actions with contractors to ensure commitments are met. Maintaining confidentiality and adhering to data protection requirements. Recording all activity in the CRM system and keeping internal databases up to date.
What you'll need to succeed A strong candidate will have experience working in a similar senior complaints role, with excellent administrative, data-entry and written communication skills. You should be confident engaging with senior stakeholders, able to analyse complex complaints to identify root causes and produce high-quality written responses. Strong organisational ability, effective workload management and the capacity to work under pressure are essential. The role also requires someone who can resolve conflicts empathetically, influence colleagues to improve service delivery and build positive relationships with stakeholders at all levels.
What you'll get in return Candidates will benefit from a competitive day rate of 250- 300 via Umbrella, working 37 hours per week on an initial three-month contract with strong potential for extension. The role offers a hybrid working pattern with flexibility based on the candidate's needs, providing a balanced blend of stability, adaptability, and fair remuneration.
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk