Feedback Handler

Job ID:41344
Location:Chennai : Work Easy Space
Position Category:Marketing
Position Type:Employee Regular

Feedback Handler

Lloyds Register

Location: Chennai India

What were looking for

Are you driven to deliver exceptional client experience and promote continuous improvement

We are looking for a dynamic candidate who excels at actively listening to and acting on clients this role you will work towards the effective resolution of client complaints while fostering a culture of excellence and continuous improvement. As a Senior Feedback Handler you are expected to take ownership of resolving client complaints with professionalism empathy and efficiency ensuring outcomes that strengthen client relationships and align with LRs values. Collaborate with internal teams to analyze both positive and negative feedback identify trends and drive improvements that enhance our services to consistently meet or exceed client expectations. This role offers a unique opportunity to make a meaningful impact by shaping our client experience and driving positive change across the organization.

What we offer you

• The opportunity to work for an organization that has a strong sense of purpose is values driven and helps colleagues to develop professionally and personally through our range of people development programmes
• Permanent Role - Full-Time
• A culture that develops its colleagues and promotes from within and many other additional benefits.

The role

• Proactively manage and take ownership of a wide range of sometimes complex complaints positive feedback and suggestions from clients whilst maintaining commercial awareness at all times.
• Create and maintain a good client experience throughout the clients complaint journey whilst upholding the LR values and tone of voice (inspiring helpful warm precise).
• Responsible for working with Subject Matter Experts (SMEs) & various stakeholders/teams (e.g. Service Delivery Commercial Technical Support Quality Assurance) for the investigation and resolution of the complaints.
• Coordinate and ensure that a swift and appropriate response will be presented to the client in a prompt manner.
• Responsible for identifying complex issues or complaints that require further investigation and provide resolutions in a timely manner. Using own judgement to determine if senior management involvement is required escalate appropriately.
• Adhere to the Feedback Handling process effectively manage workload and achieve individual KPIs.
• To provide complaints & compliments reporting at business-stream level and support Group level reporting.
• To work closely with the Client Experience and Operations teams to develop action plans for improving client satisfaction based on feedback insights.
• Provide recommendations to improve products services and processes based on recurring feedback patterns.
• Responsible for taking proactive steps to maintain positive experiences. Drive a client-centricity culture ensuring that customer experience is at the forefront of LRs business.
• Conduct activities in line with internal procedures legislation and industry standards.

What you bring

• Well-developed client service / feedback handling skills with the ability to communicate effectively and resolve issues and operate in ambiguous situations.
• Excellent written and verbal communication skills.
• Strong stakeholder management skills with the ability to build and maintain effective relationships with key stakeholders.
• Strong IT skills. Familiarity with using a CRM system would be advantageous.
• Excellent problem-solving skills with the ability to quickly identify issues investigate causes and implement solutions.
• Ability to handle challenging or dissatisfied clients with tact empathy and professionalism approach.
• Strong organizational and time-management skills with the ability to handle multiple tasks and meet deadlines.
• Attention to detail with the ability to log and document client issues accurately.
• Knowledge of the Lloyds Register Group its business streams business lines and operating environments with particular emphasis on the business to which the role belongs to.
• Able to work as part of a team to contribute to achieving departmental/business objectives.

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About us

We are a leading international technical professional service provider and a leader in classification compliance and consultancy services to the marine and offshore industry a trusted advisor to our customers helping to design construct and operate their assets to the highest levels of safety and performance. We are shaping the industrys future through the development of novel and innovative technology for the next generation of assets while continuing to deliver solutions for our customers every day.

Be a part of

Lloyds Register is wholly owned by the Lloyds Register Foundation a politically and financially independent global charity that aims to engineer a safer world through promoting safety and education. For a thriving ocean economy Lloyds Register colleagues and Lloyds Register Foundation work together to fund research foster industry collaboration and develop action-oriented solutions to make the world a safer place.

Want to apply.

Here at Lloyds Register we care we share and we do the right thing in every situation. Its ingrained in our culture and everything we do. We are committed and continually strive to lead with our values that empower and enable an inclusive environment conducive to your growth development and engagement. It doesnt matter who you are what you have experienced how you identify how old you are where you are from what your beliefs are or how your brain or body works the diversity of our colleagues is fundamental to our futures and the changes we can make together. Our inclusive culture allows us to connect together authentically and to be courageous and bold. We dont just talk about our differences we celebrate them!

We are committed to making all stages of our recruitment process accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application and we will do everything we possibly can to support you.

If you dont tick every box in these ads please dont rule yourself out. We focus on hiring people who share our goal of working together for a safer sustainable thriving ocean economy.

We care we share we do the right thing.

If you have further questions about this role please contact us atand we will respond to you as soon as possible.

Diversity and Inclusion at Lloyds Register:

Together we are one Lloyds Register committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment because we believe it is the right thing to do. We hope you do too.

As a Disability Confident Committed Employer we have committed to:

• ensure our recruitment process is inclusive and accessible.
• communicating and promoting vacanciesoffering an interview to disabled people who meet the minimum criteriafor the job.
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long-termhealth condition enabling them to stay in work.
• at least one activity that will make a difference for disabled people.

Find out more about Disability Confident at: Copyright Lloyds Register 2024. All rights reserved.Terms of use..

The Lloyds Register Group comprises charities and non-charitable companies with the latter supporting the charities in their main goal of enhancing the safety of life and property at sea on land and in the air - for the benefit of the public and the environment. (Group entities).