Job Description

Brook Street are currently recruiting for Consumer Relations Advisors to join our esteemed client in central Birmingham, working as a part of their Complaints Resolution Team. This is a chance to join the team on an ongoing temporary basis, with potential for this to become a permanent role in the future for the right candidate.

Working as a Consumer Relations Advisor, you will be a crucial part of the team responsible for working with consumers to resolve ongoing issues. To succeed in this role you will need to be empathetic and patient with a wide range of consumers, working with them to find an agreeable solution to their issues.

Pay Rate - £12.31 per hour

Hours - 9am-5pm (Monday-Friday)

Location - Birmingham

Start Date - ASAP

Duration - 6-12 months initially

We are looking for candidates who can reliably commute to their Birmingham office as this will be a fully office-based position. You will need to have over the phone customer service experience, ideally working within a complaints team previously.

Job Responsibilities

• Take ownership of complaints cases unresolved with water companies and retailers, undertaking investigations in full whilst recording, in detail, all stages of the review and subsequent outcome.
• To be the key point of contact for the duration of the complaint, helping resolve them by making fair, impartial decisions based on the facts presented whilst ensuring the consumer has had every opportunity to share the reasons why they remain dis-satisfied with the water company or retailer's decision.
• Answer monitored incoming calls from household and business water consumers in England and Wales who require free advice and support, retaining complaints unable to be resolved at point of contact
• Undertake outbound calls to customers and water companies to gather information, discuss findings and come to a resolution.
• Discuss unusual and/or difficult complaints with the Consumer Relations Manager and prepare briefing on complaints if higher escalation is required.
• Monitor and report to the Consumer Relations Manager on complaint handling best practice from companies.
• Pursue complaint resolution in line with the organisations guidelines and draft all relevant complaint correspondence including challenges to water companies and decisions to consumers.

If you feel you have the relevant experience to be successful in this position and want to hear more information, apply now!

Brook Street NMR is acting as an Employment Business in relation to this vacancy.