Complaints & Queries Coordinator - Part Time / Job share

Job Introduction

Are you an experienced Complaints & Queries Coordinator with experience in environments like the Aggregate, Asphalt or Heavy Industrial sector and looking for your next permanent role?  The please read on as we may just have the role for you.

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. 

We are currently looking for an experienced Complaints & Queries Coordinator to join our friendly team based at Tarmac ‘The Hub’ in Mountsorrel, Quorn, near to Loughborough in Leicestershire. 

The role is easily commutable from such locations as Loughborough, Leicester, Melton Mowbray, Barrow upon Soar, Syston, Shepshed, Coalville, Ashby-de-la-Zouch, Ibstock, Swadlincote, Measham, Tamworth, Atherstone, Hinkley, Nottingham, Derby, Long Eaton, Kegworth, Burton upon Trent and the surrounding areas.

The role of Complaints & Queries Coordinator will work in office for 2 days per week, this will be for 6.75hrs per day and will be a Wednesday and Thursday or Friday; flexibility on the latter to meet with the business needs.

Role Responsibility

You as a Complaints & Queries Coordinator will work cross-functionally within our Business Administration Team; this will primarily include the day-to-day communications to coordinate and facilitate the complaints handling process from receipt to closure to ensure that all complaints are managed in adherence to the timescales and procedures set out in Tarmac’s Complaint Handling Policy.

Your role will include (not exhaustive):

• Contribute to the strategy of the regional and / or functional teams through the reporting of data and trends from both the complaints handling and query process, proactively identifying and reporting trends to support improvement strategies and drive savings within the business
• Hold stakeholders of complaints handling and query process accountable for accurately receipting, investigating and resolving within appropriate procedures and timescales as set out within the Complaint Handling Policy
• Escalate as required where over policy timescale or cost, or where a customer expresses dissatisfaction with the process
• Ensuring integrity and quality of data on both the complaints recording database and query system, including allocation of appropriate, standard codes and capturing standardised costs
• Attend and provide supportive trend and improvement material from complaints and query reporting at management, functional and cross-functional meetings
• Maintain contact with the customer throughout the process either directly, or via appropriate channel and assess levels of satisfaction with the complaints handling & query process
• Attend quarterly reviews of the performance of the complaints handling and query process with peers

The Ideal Candidate

To succeed in the role of a Complaints & Queries Coordinator 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
• Able to pick up new systems quickly, with full training provided
• 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

Why Us

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

• 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 opportunities

Interested? Why not click here to find out more?  Go on… are you ready to build your future?

Tarmac is an equal-opportunity employer. We are committed to creating an inclusive work environment for all employees and actively encourage applications from all sectors of the community.

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when this happens we sometimes bring the published closing date forward, so please apply promptly to avoid disappointment.

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Tarmac Trading Limited