JOB INTRODUCTION

Are you an experienced Complaints Coordinator looking for your next permanent role? The please read on as we may just have the role for you.
We’re seeking a Complaints Coordinator to join our team in Wolverhampton. In this role, you’ll manage the full complaints process from start to finish, ensuring outstanding customer service throughout. You’ll coordinate and resolve complaints using our query management system, from initial assignment through to closure. You’ll also track the effectiveness of complaint resolutions and customer satisfaction, working closely with key business stakeholders and providing regular reports — including analysis of aged debt where relevant.

THE IDEAL CANDIDATE

To succeed in the role of a Complaints Coordinator, you will have excellent customer service skills with the ability to prioritise workloads in a fast-paced environment with high levels of accuracy. Previous experience of complaints handling would be highly desirable.

The following is what we are looking for in a future colleague:

• Confident in the use of IT systems
• Positive and approachable in your manner
• Demonstrate first class service, with the providing empathy to our clients and businesses
• A high attention to detail with a positive ‘can-do’ attitude
• Great communication skills with the ability to demonstrate tenacity and resilience when working under pressure
• Enjoy an extremely fast paced; team-based environment

The role is based at our offices in Wolverhampton. The site is easily accessible from Cannock, Rugeley, Stafford, Leek, Ashbourne, Derby, Burton Upon Trent, Lichfield, Cannock, Stourbridge, Kidderminster, Worcester, Kidderminster, Bridgnorth, Much Wenlock, Telford, Shifnal, Dudley, Halesowen, West Bromwich, Walsall and the surrounding areas.
At Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better, then have a read of what we have on offer. Tarmac is the UK’s leading sustainable building materials and construction solutions business. Our innovative products and solutions not only deliver the infrastructure needed to grow the UK economy today but also help to create a more sustainable built environment for the country’s long-term future.
Here at Tarmac, we are working hard to create a dynamic and inclusive environment and it’s important that our people come from a variety of different backgrounds.

MAIN RESPONSIBILITIES

As the successful Complaints Coordinator you will contribute to the strategy of the Mortar Business and functional teams, reporting data and trends from both the complaints handling & query process, proactively identifying and reporting trends to support improvement strategies and drive savings within the business.

Day to day responsibilities of this role will include;

• Holding stakeholders of complaints handling & query process accountable for accurately receipting, investigating & resolving within appropriate procedures and timescales as set out within the Complaint Handling Policy and business KPI’s
• Ensuring integrity and quality of data on both the complaints recording database & query system, including allocation of appropriate, standard codes and capturing standardised costs
• Attending and providing supportive trend and improvement material from complaints & query reporting at management, functional and cross-functional meetings
• Maintaining contact with the customer throughout the process
• Attending reviews of the performance of the complaints handling & query process
• Identifying and escalating high risk complaints
• Process improvement - Identifying areas for improvement and progressing with the respective teams through to implementation
• Cost management, ensuring complaints are managed/resolved in the most cost-efficient method
• Managing customer invoices placed into dispute
• Ensuring cost recovery of complaints linked to supply quality

In addition to the role of Complaints Coordinator we also offer an extensive range of career development opportunities and industry-leading rewards, incentives and benefits including:

• Bonus scheme
• Enhanced holiday entitlement
• Contributory pension scheme
• Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
• Access to our Employee Assistance helpline for free and confidential advice
• Access to join our Employee Communities (employee networks) we currently have nine communities inc. (REACH) Religious, Ethnic, Cultural Heritage, LGBTQ+, Parents & carers, Ability, Wellbeing, Female voice and menopause
• Training and development opportunitie