Complaints Handler inNewport inNewport PUBLISHED 18 JUN 2024

Target Group are a leading business services provider in lending, investments and insurance, creating value for our clients through digital customer journey, outsourcing and operational transformation.


This role is based in our Newport office 2 days per week.


As Complaints Executive, you're accountable for speaking to our customers when things haven't quite gone to plan. Your role is to listen to their complaint & concerns, before investigating and providing a resolution.

Every complaint is different, so there is a need for you to be flexible in your approach. Your responsible for reassuring the customer that their problem will be rectified as effectively as possible, whilst focussing on getting it right the first time.

The team are Led by a Customer Manager and Expert who will be there to provide ongoing support in the form of regular 121s, huddles and coaching sessions. You'll receive regular feedback on your contribution to our customer journey. The team are hardworking and passionate about making Target a great place to work. They care about performance and making sure we are giving our customers the best experience. We champion personal development and there's always opportunities to grow & progress your career with us.


Day-today responsibilities include:

• Having great conversation with our customers over the phone and through email
• Treating our customers fairly ensuring they have a fair and compliant outcome
• Through great conversations you'll Investigate why the complaint has occurred and provide a resolution to customers both over the phone and in email
• Escalate Complaints when you feel necessary
• Identify and implement changes to prevent Complaints reoccurring
• Working within our standard practices & procedures
• Achieving the performance measures set. These will include quality, avoidable complaints, avoidable events & behaviours
  
  
  

Requirements



We're looking for someone who is:

• Passionate about providing fantastic levels of service for customers
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• Caring about doing a great job and exceeding expectations with the quality of what you do
• Able to work with Service Level Agreements (SLA's)
• Calm and reassuring with their telephone manner
• Confident in writing letters
• Conscientious and has good attention to detail
• Resilient
• Pro-active, inquisitive and problem-solving by nature
  
  
  

The successful candidate will have the following experience:

• Has the ability to see things from the customers perspective and put the customer first
• Working in a complaint's environment within Financial Service's (desirable) OR Complaints experience within utilities or telecoms
  
  
  

Benefits


In addition to your basic salary (
starting at £23,400
) we offer a comprehensive, flexible and market-competitive benefits package. Our flexible benefits package allows you to choose the benefits that best suit your lifestyle.

Core Benefits:

• Annual Pay Review
• Discretionary Company Performance Bonus
• Employee Assistance Program
• Free Private Health Care
• Free Flu Vaccinations + Eye Tests + Voucher towards glasses
• My Recognition
• Free access to GP, Physiotherapists and more
• 25 days holiday per year (plus bank holidays)
• 4 x Salary Life Insurance
  
  

Our flexible benefits scheme gives employees access to additional benefits to supplement their core package:

• Pension Contribution - Salary Sacrifice
• Cycle2Work + Car Leasing - Electric Cars
• Critical Illness Cover + Dental Insurance
• Gym Flex
• Hello Fresh / Taste Card / Gourmet Card
• RAC Breakdown Cover
• Charitable Payroll Giving
• Buy / Sell holiday
• Technology loans
  
  

We're committed to creating a Diverse & Inclusive culture through the execution of our D&I strategy, community relationships, our people & leaders.

Grow your future with us!