Complaints Advisor

In partnership with a leading outsourcing contact centre, we are currently looking for experienced Customer Complaints Advisors to join their call centre in Larbert.
The ideal candidates should have a flair for delivering a high calibre of customer care, and have a strong willingness to overcome people's objections while leaving every caller satisfied.

Role (you will):
* Investigate to resolving customer complaints and enquiries via telephone, in writing or email
* Clarify customer needs, investigate and assume personal responsibility for customer's complaints of all types of enquiries liaising with external parties and other parts of the business where necessary.
*Make outbound calls to customers to discuss the complaint issues and offer a resolution.
*Communicate with customers and third party organisations to address issues raised within complaints and identify the root causes associated with them.
Delivering a superior level of customer service
* Demonstrate customer and commercial focus at all times with a clear understanding of how the daily activities impacts on the ability to deliver quality customer service, reduce customer complaints and promote the brand.
* Keep customers informed throughout the complaints process to full resolution to enhance overall customer satisfaction
Respond to emails and letters from customers who have a general enquiry / complaint about their account.

Skills and experience
* Previous customer service skills with complaint handling experience.
* Excellent communication skills, both verbal and written.
* A passion for excellent customer service.
* Previous experience of solving problems for customers and ability to make decisions effectively.
* Ability to work under pressure and to deadlines.
* Previous experience of working in the energy industry (desirable).
Hours:
Monday - Friday between the hours of 9am and 5pm
Pay Rate:
GBP7.95ph

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age