Relocruitment are pleased to be partnered with one of the UK’s largest family-owned Removals firms. They specialise in International removals to worldwide destinations.

They are now seeking a Complaints Handler / Customer Service Coordinator to join their team based in Surrey.

A background in customer service and complaint handling is essential. Industry experience is advantageous.

Main Duties:

• Support staff by handling escalated complaints via email or telephone, managing all aspects from cause to resolution.
• Keep records of complaints and their causes.
• Monitor and respond to online and email reviews appropriately.
• Coordinate files.
• Assist customers through their move, ensuring a smooth process.
• Address queries and complaints, answering questions as needed.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Provide feedback to management on recurring issues and potential improvements.
• Liaise with various departments to ensure prompt and effective complaint resolution.
• Prepare regular reports on complaint trends and resolutions.
• Develop and maintain a deep understanding of company products and services.
• Assist in training new staff on complaint handling procedures.

Required Skills:

• Strong customer service skills.
• Complaint Handing.
• Excellent communication and interpersonal skills.
• Experience within the Removals industry is highly beneficial.
• Good problem-solving skills.