Customer Complaints Handler
Customer Complaints Handler
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Job Description
Title:Customer Complaints Handler
Location:Sheffield 3 days a week in office 2 days at home)
Fixed Term Contract 6 Months Possible Permanent option dependent on performance and business need
Salary:up to 28000
Tes is the worlds largest professional network for teachers. Through our innovative products we power schools and enable great teaching worldwide. By creating trusted educational solutions we make the greatest difference in education.
The successful candidate will have experience in complaints handling and resolution demonstrating the ability to communicate present and influence effectively. Excellent listening negotiation and presentation skills are essential along with strong verbal and written communication.
You will be highly organised with a proven ability to multitask and prioritise effectively. A high level of attention to detail and commitment to quality is key. You will thrive on challenges and be naturally resilient.
Take ownership of a pipeline of complaints and manage them to resolution.
Identify the root cause of issues and aim to resolve both the fault and complaint efficiently. Ensure all relevant facts and information are recorded logged and passed on to the relevant departments.
Manage a variety of complex customerfacing issues with confidence.
Work within agreed departmental SLAs for answering calls emails and handling escalations.
Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
Analyse complaint and survey data to identify areas for continuous improvement feeding insights back to relevant stakeholders.
Act as the voice of the customer in internal projects offering insights from a customer perspective.
3 years of experience in managing customer complaints.
Experience working to deadlines and prioritising workloads.
Strong communication skills (written verbal presentation) ensuring clear SLAs for customers.
Confident and articulate telephone manner capable of handling difficult conversations.
Ability to work independently and collaboratively within a team.
Experience conducting detailed and complex investigations.
Strong analytical skills with the ability to make sound commonsense judgments.
Problemsolving skills to achieve practical solutions.
Ability to work under pressure and meet tight deadlines.
Ability to provide constructive feedback to support continuous improvement and staff development.
A customercentric mindset striving for firstcontact resolution and solutiondriven engagement.
Strong attention to detail and thorough understanding of all Tes products and services.
25 days annual leave rising to 30.
5 pension after probation.
Stateoftheart city centre offices.
Access to a range of benefits via My Benefits World.
Discounted city centre parking.
Free fruit delivered weekly.
Free breakfast cereals.
Free soft and hot drinks.
Free eye care cover.
Free health cover.
Life Assurance.
Cycle to Work Scheme.
Referral Scheme.
Season Ticket Loan.
Employee Assistance Programme (EAP).
Paidfor monthly social events.
Access to an extensive Learning and Development menu.
Tes Global is a global digital education company that has been supporting educators for over 100 years. We power schools and enable great teaching worldwide by creating intelligent online products and services that make a significant impact in education.
With more than 13.7 million education professionals and enthusiasts in our online community using over 900000 classroom resources and working relationships with 25000 schools in over 100 countries we have the scale to make a real difference. Our innovative products and services support recruitment initial teacher training continuous professional development safeguarding training and compliance. We also provide digital tools to help teachers succeed in the classroom and connect educators online for sharing expertise resources and vital education news.
Tes is a leader in using digital technology to simplify school operations and enhance teaching effectiveness. Our services play a crucial role in helping educators worldwide deliver highquality education to millions of students.
We are proud of our peoplecentric culture where everyone shares a common goal: to support and connect teachers and schools worldwide ultimately improving childrens lives through education.
Tes Global ensures all qualified applicants receive consideration for employment without regard to race sex color religion sexual orientation gender identity national origin or disability. We invite applicants to contact us directly for any additional support required.
Visit us atwww.tes/tesglobal
Other details
- Pay TypeSalary
- Min Hiring Rate26000.00
- Max Hiring Rate28000.00
Employment Type
Full-Time
