Complaints Resolution Specialist

Salary: Very competitive starting salary

Location: Coventry

Millboard is recognised as the market leader in moulded decking that perfectly replicates the look of natural timber. Our superior decking creates outdoor spaces that people love, encouraging them to live life outside.

Based in Coventry, with production in Warwickshire, we employ more than 100 people and are proud to design and manufacture in Great Britain. Millboard decking is manufactured from a unique polyurethane resin blend and offers a unique alternative to timber and conventional composite decking. Since the product was first launched in 2007, our product innovation has underpinned rapid expansion and, through our commitment to continual improvement, we are achieving widespread industry recognition. Our vision is to be the market leader through production innovation, performance and service. Fundamental to this is our values which focus on honesty and integrity, continuous improvement, and service and communication.

In 2015, Millboard was placed within the Top 1000 Companies to Inspire Britain, at the London Stock Exchange Awards. In addition to this, we have for two years in a row been placed in the top 50 fastest-growing companies in Coventry and Warwickshire, based on three-year growth rates. Despite our growth and success, we remain committed to maintaining an inspiring and dynamic working culture that is inclusive and open for the whole team. Millboard creates an environment where staff members are not taken for granted, and all employees are rewarded and encouraged to be the best that they can be. Everyone is encouraged to share their views and their passion for their work, in order to contribute to our ongoing improvement and development.

Due to the continued success of Millboard we have an exciting and challenging opportunity for a Complaints Resolution Specialist, you will be responsible for taking the lead on all customer complaints and warranty claims, ensuring that these are handled in a courteous manner whilst ensuring a satisfactory resolution where possible for both the business and the customer.

Responsibilities

  • Ensure all customer complaints are dealt with in a timely, efficient and courteous manner, upholding the Millboard brand status at all times
  • Set up and follow agreed structure and procedures for handling complaints and claims
  • Ensure warranty claims are validated by necessary evidence and information
  • Monitor and report performance on service and quality commitments
  • Managing any voice of concerns from the client and liaising with production where appropriate
  • Carry out regular root cause analysis to provide information on complaints data trends
  • Minimise any potential loss to the business and reduce costs wherever possible
  • Comply with all relevant legislation at all times
  • Provide support, advice and guidance to other departments across the business
  • Assisting the Customer Support team via telephone/e-mail as workload permits
  • Other duties as assigned

Person Specification

  • Extensive experience handling customer complaints in both a B2B and B2C environment
  • Manufacturing or Engineering sector experience is preferred
  • Exceptional negotiation and decision making ability
  • Good commercial awareness
  • Basic knowledge of both contract law and consumer rights
  • Organised with the ability to plan and multi-task
  • Confidence working in a hands on entrepreneurial environment
  • Self-aware, resilient, optimistic and open to change
  • Collaborative approach with colleagues in other departments
  • Ability to persuade and influence at all levels
  • Good numeracy skills and a competent user of Microsoft Excel with the ability to analyse, report and explain data accurately
  • Applicants must have a full UK driving licence

Additional Information 

  • 22 Days Leave + Bank Holidays
  • Pension
  • Employee Assistance Programme
  • Eyecare Contributions

NO AGENCIES PLEASE

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