Client Engagement Specialist - Complaints

Hinckley

Up to £24,000

Coulter Elite Resourcing are currently looking for a Client Engagement Specialist to work with one of our well-established clients based in Hinckley.

Principle Responsibilities for the Client Engagement Specialist: 

• To work within the Client Experience Team and be the first point of contact for any issues or concerns from members
• To be the key person for receiving member complaints and retention opportunities
• Respond to online reviews for the business
• To ensure that all issues are acknowledged in line with the complaint’s procedure
• To escalate negative online reviews through the correct channels
• To ensure all issues are investigated thoroughly via discussion with member and internal staff and dealt with in a timely manner
• To understand all member databases and systems
• Produce handovers for credit control when applicable
• Maintain member profiles including additional sites, change employee information and undertake investigations when appropriate
• To liaise with the business development manager regarding clarification of the members contracted service provision
• To contact members to activate their accounts and book the initial appointments with the consultations

Person specification for the Client Engagement Specialist: 

• Have a can-do attitude
• Resilient in dealing with member complaints and issues
• A team player
• Ability to work in a fast-paced environment
• Thirst to learn
• Ability to be able to communicate efficiently to the team
• Strong time management
• Great telephone manner and customer service
• Have a dynamic and flexible approach
• Ability to work under pressure
• Experience in complaint handling and excellent customer service is favourable

This is a full-time permanent Client Engagement Specialist position, working Mon-Fri 09:00-17:30.

If this Client Engagement Specialist position sounds like you, then please forward your CV to Sophie Sansby at Coulter Elite Resourcing.