Becoming a Complaints Officer with Equita :
This is an exciting new role, created to assist in the delivery of an effective and efficient client management and collaboration service for Capita Enforcement in accordance with policy, procedures and contract compliance.
The Complaints Officer will be an integral part of the Enforcement team ensuring that claimants are provided with excellent customer service and demonstrating Capita’s commitment to fair and ethical treatment.
What you will do :
Investigating customer complaints and responding with a fair outcome-based resolution within regulatory and business requirements
Ensuring that all complaints are logged accurately, acknowledged and a resolution provided in accordance with contractual service levels agreements
Receiving and managing complaints directly, via the 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 progressed within SLA
Gathering information from other areas of the business in order to investigate complaints fully
Communicating effectively both internally and externally using appropriate methods of communication
Proactively managing claimant feedback in the interest of the business and continuous improvement
Your skills and experience will include :
Excellent written and verbal communications skills
Relationship building skills
Excellent organisational, time management and administrative skills
Excellent customer service skills
Self-motivated with the ability to work autonomously
Excellent problem-solving skills
Flexible attitude, upbeat and resilient to set backs
Attention to detail
Ability to work under pressure.
Ability to forward plan and prioritise
Skills in negotiation, persuasion and assurance
Previous experience of complaint handling and working to agreed service levels
Dedicated to providing a high level of customer service and responding to individuals needs
Realises the importance of empathy when handling complaints
At Equita we tailor our collection, recovery and enforcement services to the nature of our clients’ needs. So, we adopt a subtly different approach in every one of the 200+ local authorities we act for and a totally different one when we work with solicitors on High Court Enforcement cases.
In the field and behind the scenes, it’s our people’s professional skills and personal qualities that have earned us our outstanding reputation for considerate, effective service and this is your chance to join them.
Equita are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions.
Through quality solutions, tailored to our customers’ needs, we’ve helped countless organisations unlock value and maximise their potential.
With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.
What’s in it for you?
At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration with colleagues, customers and clients is what makes us so effective at what we do.
As well as a generous basic salary, we also give you 23 day’s holiday (rising to 27 ), company matched pension scheme and access to a variety of voluntary benefit options.
These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.
You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless.
Our mission is to help you realise your potential whatever that means to you.