Complaints Handler

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of these programs (programs may vary by country or worker type):

• Health Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• Retirement Plan
• Paid Time Off
• Tuition Reimbursement

We have an exciting opportunity that has arisen for a Complaints Handler to join our growing Performance Excellence team here at Holman UK. You can either travel into our newly opened Birmingham offices or go to our Head Office in Chippenham. We work a hybrid model where at least 3 days you'll be required in the office so please bear this in mind when applying. This is a permanent opportunity and we are looking to pay between £25,000 - £28,000 depending on experience.

Key Responsibilities will include:

• · Logging and recording complaints received into the business
• · Work with internal and external stakeholders to ensure that all cases are investigated and treated fairly and agnostically
• · Monitoring the progress and escalation procedure for complaints
• · Monitoring the trends and highlighting any “spikes” or areas of concern
• · Providing feedback on complaints
• · Handle complaints from various areas of the business, accurately recording all complaints, actions, findings and solutions ensuring the complainant feels heard and valued
• · Ensure the complaint is managed in timeline and customer feedback is given
• · Monitor and escalate any issues to QMS team
• · Work with internal and external stakeholders to ensure that all cases are investigated and treated fairly and agnostically
• · Identify and document the root cause of the complaint monitoring trends
• · Act as SME for customer dissatisfaction providing support and guidance to others in the business as required.
• · Work with the QMS to develop templates and best practice.
• · Work alongside the QMS team to identify trends and suggest process developments to enhance customer satisfaction
• · Review trends with the QMS team to establish any Corrective Actions Plans required
• · Provide trend analysis and overview of complaints to auditors with support of QMS team
• · Collating of reports and dashboards

We are looking for candidates who ideally have 3 years customer service experience. You will be well versed in problem solving for clients and dealing with client dissatisfaction. You will be expected to collate large volumes of evidence and present in a factual manner and be have a balanced sensitive approach to needs and requirements of both clients and business.

To obtain the full job description or for further information contact Alena Ahmed via Linkedin or on the following email address alena.ahmed@holman.co.uk for more details.

Benefits include Group Personal Pension Plan, Death in Service insurance cover, 28 days annual holiday entitlement (including bank holidays), Critical illness insurance cover, Free tea, coffee, milk & sugar, Free parking, Childcare voucher programme, Free Breakdown cover (eligible employees – service related), Long Service Awards, Support for further education / employee development.

You must have the right to remain and work in the UK. You must tell us about any previous convictions or cautions including any deemed as 'spent'. These will not necessarily exclude you from employment but they must be declared at the point of application. Please also be aware we do not provide sponsorship for any of our position advertised

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

Job Type: Full-time

Pay: £25,000.00-£28,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Birmingham: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have experience of dealing with Complaints?

Experience:

• customer service: 3 years (required)

Work Location: Hybrid remote in Birmingham