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Complaints Handler: Key Skills, Qualifications and Career Path

Learn about the key skills, qualifications, and career path for a Complaints Handler

Complaints Handler: Key Skills, Qualifications and Career Path

Learn about the key skills, qualifications, and career path for a Complaints Handler

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What is a Complaints Handler?

A Complaints Handler is responsible for managing and resolving customer complaints in a professional and effective manner. In this role, you would communicate directly with clients to understand their issues, find solutions to their problems, and ensure their satisfaction with your company's products or services.
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Skills

  • Strong communication skills, both written and verbal
  • Active listening and empathy
  • Problem-solving and conflict resolution abilities
  • Patience and resilience in handling difficult customers
  • Attention to detail and accuracy in documenting complaints
  • Ability to work well under pressure and meet deadlines
  • Knowledge of relevant regulations and policies
  • Excellent organizational and time management skills
  • Ability to work effectively in a team
  • Proficiency in using customer support software and systems
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Qualifications & Education

  • No formal academic entry requirements
  • Employers expect candidates to possess GCSEs/S grades
  • On-the-job training provided
  • Specialist short courses may be offered as supplemental training
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Career Path

Complaints Handler
Customer Service Manager
Operations Manager
Director of Customer Experience
Quality Assurance Analyst
Compliance Officer
Risk Manager
Claims Adjuster
Insurance Underwriter
Insurance Broker
Dispute Resolution Specialist
Mediator
Client Relations Manager
Account Manager
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Frequently Asked Questions

How can I improve my complaint handling?

To improve your complaint handling, you can start by listening carefully to the complainant and asking them what they want to achieve. It is important to manage their expectations and explain what is possible. Additionally, you should explain how long the process is likely to take and agree on how to keep the complainant updated and involved, including how often. Finally, make sure to explain what will happen next in the complaint handling process.

What are the 5 stages of complaint handling?

The 5 stages of complaint handling are: 1. Dig deeper by asking the right questions. 2. Identify the type of customer you're dealing with. 3. Respond to the customer quickly. 4. Present a solution, and verify that the problem is solved. 5. Log the complaint so you can track trends.

What does a complaint handler do?

A complaint handler in the UK investigates complaints against company policies and procedures and regulatory guidelines. They aim to provide solutions to customers directly whenever possible and ensure that complaints are handled according to established processes, procedures, and regulatory timeframes.

What skills do you need to be a complaint handler?

To be a complaints handler in the UK, you need to have good customer service skills, including a clear and friendly telephone manner. You should also be able to ask the right questions to understand the customer's needs and be able to work well under pressure. It is important to remain calm and focused when handling complaints.

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