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Customer Complaints - Excellence Coordinator

Company: City & Guilds    Location: Wakefield
Following the expansion of our Customer Services team in Wakefield we have a fantastic opportunity for a complaints specialist. Its a brand new role where you could really make an impact, and begin a long and rewarding career with us!

Business Unit

City & Guilds




circa 20,128

Type of role


Full-time or part-time



UK - Wakefield

Closing date


Vacancy ref



Role profile
(Word , 166.95kb)

About the Role

Youll be responsible for the management of all feedback and complaints for City & Guilds Business. Youll need to be able to deliver a consistently high level of service, seeking to resolve all customer complaints at the first point of contact.

This will involve:
Finding solutions to complaints by speaking to the customer and having an always professional and can do approach
The systematic management of feedback and complaints to the customers satisfaction
Contact and liaison with the business and colleagues to understand and resolve complaints
Managing yourself against tight SLAs, KPIs and CSI scores
Ensuring all feedback and complaints are accurately recorded and tracked through to resolution
Taking full ownership of all complaints
Using excellent verbal and written communication skills
Identifying trends, risks, issues and malpractice to ensure poor practice does not happen again.

About You

We cant live without

The proven ability to effectively manage and resolve complaints

An analytical thought process with strong influencing skills

The ability to communicate at all levels and have difficult conversations

Resolution focus

High level of attention to detail and accuracy in a fast moving environment

Exceptional written and verbal communication skills

Unparalleled levels of customer service

We would love you to have

A passion for your own personal development

Proven use of software packages tailored towards answering customer queries

Ability to simplify technical jargon

Experience of using CRM systems

Our Story & Mission

The City & Guilds Group is a global leader in skills development. Our purpose is the same as it has always been, to enable people and organisations to develop their skills for personal and economic growth. What we do is about more than skills, or qualifications, or jobs. Backed by a Royal Charter, we have more than 135 years of experience in making sure that people can contribute to successful businesses and thriving economies. Made up of City & Guilds, ILM, Kineo, DigitalMe, The Oxford Group and e3Learning we work with education providers, businesses and governments in over 80 countries, to provide work-relevant education and training in 26 industries.

At The City & Guilds Group our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, and therefore work in a very flexible way to accommodate everyone.

What we Offer

These are fantastic opportunities where, if you already have customer service experience you can develop your career, or if you are new to this role, with our full and comprehensive training programme, you can embark on something different and exciting!

Youll be based in our offices on the outskirts of Wakefield, just off junction 41 of the M1. Offering the opportunity to work in a large, fast-paced, engaging environment with opportunities to develop your existing skills and explore new ones. Working for us means working for an innovative, purpose-leading organisation.

Youll be entitled to an excellent Total Reward Package which typically includes a great base salary, 25 days holiday plus additional shut down over the Christmas period, a defined pension scheme, life assurance, and much more!

PLEASE NOTE: We have a temporary system error on this vacancy, which we are in the process of fixing. In the meantime, if you´d like to apply, please send your CV to Thank you!