Complex Case Handler

About Us

At Foundever, we believe that small moments can have a big impact on your work experiences, customers, teams, and friends. By creating positive moments for each other, you can make a difference and improve your experience.

Whether you are here for months or years, we want you to remember the good feelings and benefits you gained from your experience. We hope you look back and feel that Foundever was a highlight in your career.

About You

It is essential that you are a people person and are able to build rewarding relationships with customers, providing an exceptional customer service experience.  You must have the ability to remain calm, friendly and empathetic when dealing with customers and their issues.

We are looking for experienced customer services people, who have at least one year’s experience in a complaints handler role, preferably in the utilities sector but not essential.  You must be able to demonstrate excellent communication skills both written and verbal and it is also essential that you have a keen eye for detail with excellent problem solving skills.

Job Summary

We want Complex Case Handler to join our team with the aim of delivering exceptional customer service whist managing business customer complaints through to resolution.

What you’ll be doing.: As a Complex Case Handler, you will be responsible for completing a full investigation into your customer’s issue, providing the resolution and accurately recording all stages of the complaint to ensure precise reporting.

Salary and benefits - Up to £27,000.00 pa dependant on experience

Location - On site, Newcastle upon Tyne, Quorum Business Park 

Working Pattern - 37.5 hours per week, 08:30 - 17:00

Contract - Full time permanent 

Primary Job Responsibilities

• Acknowledge complaints promptly and professionally, ensuring customers feel heard and valued. Investigating general issues as they arise and taking appropriate actions.

• Investigate complaints thoroughly, gathering relevant information from internal databases, systems, and communication channels.

• Liaise with relevant to gather additional information and insights into complaint issues.

• Communicate effectively with customers throughout the complaint resolution process, providing updates and ensuring transparency.

• Ensure all policies and procedures are adhered to and evidence as required.

• Be the point of contact for operational colleagues, ensuring that the customer is informed of their complaint progress.

• Document complaint resolutions accurately and comprehensively, maintaining detailed records for future reference and analysis.

• Monitor complaint resolution time lines and escalate unresolved issues to appropriate levels of management for further intervention if necessary.

• Aim for first time resolution to avoid re-opened or repeat complaints and gain customer satisfaction.

• When necessary handle inbound calls to support the business.

• In addition to complaints you will be required to provide troubleshooting / advice to non-complaint related cases.

Experience Require

Previous experience working as a complaints handler in a contact centre environment

Ability to confidently build rapport with customers

Excellent verbal and written communication skills

Good numeric and verbal reasoning skills

Effective problem-solving skills

Managing your workload to meet SLAs

Excellent organisational skills

Able to work accurately and to strict deadlines individually and as a team player

Positive and self-motivated with a can do attitude to problem solving

Benefits

• Canteen

• Casual dress

• Company events

• Company pension

• Employee discount

• Health & well being programme

• On-site parking

Wagestream

All employees get access to this money management app gives you access to a toolkit of services built around your pay. It can help you to:

• Use Flexible pay to choose when to get paid throughout the month.

• Track your shifts, earnings and spending in one place.

• Build a rainy day pot to reduce financial stress and reward yourself in the future.

• A Benefits checker to calculate what government support you could be missing out on.

• Chat to a Financial Coach to get expert guidance about your money.

• Get discounts on your shopping with Vouchers.