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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Practice Now »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.
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
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
Career Path
Frequently Asked Questions
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.
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.
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.
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.
Identify your strengths and weakness in a realistic Complaints Handler mock interview, under 10 minutes
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