Complaints Handler - Maternity Cover Job at 360 Resourcing Solutions (Macclesfield)

Job Description

We are seeking a highly professional and customer-focused Complaint Handler to join our Contact Experience Team within the Contact Centre on a maternity cover contract. This is an office-based role with the potential for a permanent opportunity following the cover period, subject to business requirements and performance. This is an initial 9-month contract with a view to progressing further. Supporting both Metro Rod and Metro Plumb, the successful candidate will be responsible for managing customer complaints, handling urgent escalations, and providing operational support across our franchise network. This role plays a vital part in maintaining customer satisfaction, protecting business reputation, and ensuring issues are resolved effectively and efficiently.

Job Responsibility

Managing customer complaints
Handling urgent escalations
Providing operational support across the franchise network
Taking ownership of customer complaints from initial receipt through to successful resolution
Maintaining regular communication with customers throughout the complaint journey
Liaising with franchisees, engineers, supervisors and internal departments to gather information, coordinate actions and achieve timely resolutions
Ensuring complaints are handled in line with company procedures, service standards and agreed timescales
Producing clear, accurate and customer-focused written responses
Maintaining detailed and accurate records within internal systems
Acting as a key point of contact for customer escalations
Providing support and guidance to the franchise network on customer-related matters
Ensuring complex, sensitive or high-risk cases are escalated appropriately
Identifying recurring issues and emerging trends to help drive continuous improvement initiatives

Requirements

Previous experience in a complaint handling role
Excellent written and verbal communication skills
Ability to build positive relationships and establish trust with customers, franchisees and colleagues
Strong interpersonal skills and confidence engaging with stakeholders at all levels
Exceptional attention to detail and strong organisational skills
Ability to manage multiple priorities and work effectively in a fast-paced environment
Strong problem-solving skills and sound decision-making ability
Ability to take ownership and accountability for customer issues through to successful resolution
Ability to remain calm, professional and resilient when dealing with challenging situations
Empathy, professionalism and good judgement in all customer interactions
Proactive and solution-focused approach to resolving issues
Ability to thrive under pressure while maintaining a focus on delivering positive customer outcomes
Embrace and promote a collaborative 'One Team' culture across the business

What we offer

25 days annual leave – plus bank holidays
Royal London, Company Pension
Group Life Assurance
Additional Paid Leave / Special Leave
Cycle to Work Scheme
Free Eye Tests / Subsidy for Glasses
Free Standard Parking
Employee Assistance Programme
Occupational Health Support
Employee Discounts Platform - Mintago

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Complaints Handler - Maternity Cover

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