Executive Complaints Handler

Roles available in Manchester and GlasgowAs an Executive Complaints Handler, you will be the final escalation point for our customers whilst liaising with third party organisations. You''ll be delivering a first-class customer experience and will deal with high-level complaints, including CEO, Media, MP and third-party agencies.Resolve all high-level complaints to a high standard within set timescales, whilst ensuring a first-class customer service.Prepare and submit Ombudsman/third party case files to a high standard whilst considering customer experience and commercial aspects associated to Clear Business.Where appropriate, challenge third party decisions using your strong negotiation skills and fact-based evidence to support.Implement customer remedies within agreed SLA''s and regulations. Share best practice in resolving customer complaints to improve front end resolution.Liaise with customers by preferred contact methods aiming to resolve quickly and efficiently.Successfully negotiate with customers, coming to a fair and amicable resolution whilst balancing customer expectations and commercial aspects.Identify and feedback trends from third parties to aid Continuous improvement. Work side by side with improvement teams to help deliver improvement initiatives.Work towards KPI''s and SLAs as agreed with the Executive Complaints Team Manager. Make recommendations to help improve performance levels.Build close working relationships with third party organisations.Work ..... full job details .....