Complaints Handler

What is a Complaints Handler?

A Complaints Handler is someone who deals with customer complaints and resolves them in a satisfactory manner. They are responsible for listening to customer concerns, investigating the issues, and finding appropriate solutions.

What does a Complaints Handler do?

Usually, a Complaints Handler does the following:

• Receives and records customer complaints
• Listens to customers and empathizes with their concerns
• Investigates the issues by gathering relevant information and speaking with relevant parties involved
• Works towards finding a fair and appropriate resolution to the complaint
• Communicates the resolution to the customer and ensures their satisfaction
• Tracks and maintains a record of complaints and their outcomes for future reference and analysis

What does the day-to-day life of a Complaints Handler look like?

A Complaints Handler usually works regular office hours, which are typically from 9am to 5pm. They may need to work additional hours during busy periods or when handling urgent complaints. Throughout the day, a Complaints Handler will:

• Respond to incoming complaints via phone, email, or other communication channels
• Investigate complaints by reviewing customer records and speaking with relevant personnel
• Analyze complaints to identify recurring issues or patterns
• Communicate with customers to keep them updated on the progress of their complaint
• Collaborate with other departments or teams to resolve complex or challenging complaints

Where does a Complaints Handler work?

Complaints Handlers can work in various industries and sectors that provide customer services. This can include:

• Banks and financial institutions
• Retail companies
• Telecommunication companies
• Healthcare organizations
• Government departments Complaints Handlers can be employed directly by these companies, or they may work for third-party complaint handling firms that provide services for multiple companies.

What tools/software does a Complaints Handler use?

A Complaints Handler uses a variety of tools and software, including:

• Customer Relationship Management (CRM) systems to record and track complaints
• Communication tools such as email, phone, and messaging platforms to communicate with customers
• Spreadsheet or database software to analyze complaint data or generate reports

What do I need to become a Complaints Handler?

To become a Complaints Handler, you may need:

• Excellent communication skills to effectively listen to customers and convey information
• Strong problem-solving and analytical abilities to investigate and resolve complaints
• Empathy and patience to handle difficult or frustrated customers
• Good organizational skills to keep track of multiple complaints and their progress
• Previous customer service experience is often beneficial

What career paths are available?

There are several career paths available to Complaints Handlers, including:

• Senior Complaints Handler: In this role, you would handle more complex complaints and provide guidance to junior team members.
• Complaints Team Manager: As a Team Manager, you would oversee a team of Complaints Handlers, ensuring efficient complaint resolution and managing team performance.
• Customer Service Manager: With experience as a Complaints Handler, you could progress to a management role within the customer service department of a company.
• Mediator or Arbitrator: Some Complaints Handlers pursue a career in mediation or arbitration, where they help parties in dispute to reach a fair agreement.

What jobs are similar to a Complaints Handler?

Jobs that are similar to a Complaints Handler include:

• Customer Service Representative: Providing assistance and support to customers with their inquiries or issues.
• Quality Assurance Analyst: Identifying and resolving quality issues in products or services.
• Dispute Resolution Specialist: Mediating and resolving disputes between parties to find a fair resolution.