The Customer Relations Case Handler will be responsible for receiving, investigating and responding to complaints within contractual service levels.
The post holder will be an integral part of the Business Assurance Team, ensuring that claimants are provided with excellent customer service and demonstrating Capita’s commitment to fair and ethical treatment for all claimants.
Job title : Complaints Handler
Job Description : Key Accountabilities
Ensuring all complaints are logged accurately, acknowledged and a written response completed in accordance with contractual service level agreements.
Receiving and managing complaints directly, via telephone, email and post.
Performing preliminary classification of complaints.
Escalating serious complaints in line with company procedures.
Managing their own workload to ensure that complaints are fully investigated and responded to within SLA.
Data gathering from other areas of the business in order to investigate all concerns raised in full.
Resolving escalated queries before they become a complaint.
Communicating effectively, both internally and externally, using appropriate methods of communication.
Proactively managing claimant feedback in the interest of the business and continuous improvement
Producing management information for internal customers.
Any other reasonable request that is not specified in this job description.
Qualifications & Experience
At least 1 year’s relevant experience
Educated to a minimum of A Level standard (or equivalent)
Excellent letter writing skills including grammar, spelling, punctuation and tone
A proven ability to communicate effective, both in writing and verbally
Exceptional organisation skills, accuracy and a meticulous approach to data input
Self-motivated with the ability to work autonomously
Excellent listening and empathy skills
Experience of working to agreed service levels
Experience of working in a highly confidential environment
Location : Home-Based - GBR
Time Type : Full time
Contract Type : Permanent