Feedback Handler

Description

• Create and maintain a good client experience throughout the clients’ complaint journey whilst upholding the LR values and tone of voice (inspiring, helpful, warm, precise).
• Responsible for working with Subject Matter Experts (SMEs) & various stakeholders/teams (e.g., Service Delivery, Commercial, Technical Support, Quality Assurance) for the investigation and resolution of the complaints.
• Coordinate and ensure that a swift and appropriate response will be presented to the client in a prompt manner.
• Conduct activities in line with internal procedures, legislation and industry standards.
• To provide complaints & compliments reporting at business-stream level and support Group level reporting.
• Provide recommendations to improve products, services, and processes based on recurring feedback patterns.
• Responsible for identifying complex issues or complaints that require further investigation and provide resolutions in a timely manner. Using own judgement to determine if senior management involvement is required, escalate appropriately.
• Adhere to the Feedback Handling process, effectively manage workload and achieve individual KPIs.
• Proactively manage and take ownership of a wide range of, sometimes, complex complaints, positive feedback and suggestions from clients whilst maintaining commercial awareness at all times.
• Responsible for taking proactive steps to maintain positive experiences. Drive a client-centricity culture, ensuring that customer experience is at the forefront of LR’s business.
• To work closely with the Client Experience and Operations teams to develop action plans for improving client satisfaction based on feedback insights.

Requirements

• Ability to handle challenging or dissatisfied clients with tact, empathy, and professionalism approach.
• Excellent written and verbal communication skills.
• Able to work as part of a team to contribute to achieving departmental/business objectives.
• Excellent problem-solving skills, with the ability to quickly identify issues, investigate causes, and implement solutions.
• Well-developed client service / feedback handling skills, with the ability to communicate effectively and resolve issues and operate in ambiguous situations.
• Strong stakeholder management skills, with the ability to build and maintain effective relationships with key stakeholders.
• Attention to detail with the ability to log and document client issues accurately.
• Knowledge of the Lloyd’s Register Group – its business streams, business lines and operating environments – with particular emphasis on the business to which the role belongs to.
• Strong IT skills. Familiarity with using a CRM system would be advantageous.
• Strong organizational and time-management skills, with the ability to handle multiple tasks and meet deadlines.

Benefits

• The opportunity to work for an organization that has a strong sense of purpose, is values driven and helps colleagues to develop professionally and personally through our range of people development programmes

Training + Development

Interview process

Visa Sponsorship

Security clearance