The Customer Relations Case Handler will be responsible for receiving, investigating and responding to complaints within contractual service levels. The post holder will be an integral part of the Business Assurance Team, ensuring that claimants are provided with excellent customer service and demonstrating Capita’s commitment to fair and ethical treatment for all claimants.

Job title:

Complaints Handler

Job Description:

Key Accountabilities

• Ensuring all complaints are logged accurately, acknowledged and a written response completed in accordance with contractual service level agreements.
• Receiving and managing complaints directly, via telephone, email and post.
• Performing preliminary classification of complaints.
• Escalating serious complaints in line with company procedures.
• Managing their own workload to ensure that complaints are fully investigated and responded to within SLA.
• Data gathering from other areas of the business in order to investigate all concerns raised in full.
• Resolving escalated queries before they become a complaint.
• Communicating effectively, both internally and externally, using appropriate methods of communication.
• Proactively managing claimant feedback in the interest of the business and continuous improvement
• Producing management information for internal customers.
• Any other reasonable request that is not specified in this job description.

Qualifications & Experience

• At least 1 year’s relevant experience
• Educated to a minimum of A Level standard (or equivalent)
• Excellent letter writing skills including grammar, spelling, punctuation and tone
• A proven ability to communicate effective, both in writing and verbally
• Exceptional organisation skills, accuracy and a meticulous approach to data input
• Self-motivated with the ability to work autonomously
• Excellent listening and empathy skills

Desirable Criteria

• Experience of working to agreed service levels
• Experience of working in a highly confidential environment

What’s in it for you?

• Competitive salary + good career progression
• Work from Home

Don’t forget, you’re part of a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Looking to discover more? Let your line manager know, then choose ‘Apply now’ to fill out our short application and send us your CV.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.