Feedback Handler
Lloyd’s Register
Location: Athens, Greece/Gdansk, Poland.
What we’re looking for
Are you committed to delivering a high-quality client experience and promoting continuous improvement?
We are seeking someone who listens closely to client feedback and takes appropriate action based on what they hear. In this role, you will work towards the effective resolution of client complaints while promoting a culture of high standards and continuous improvement. As a Senior Feedback Handler, you are expected to resolve client complaints with professionalism, professional understanding, and efficiency, ensuring outcomes that build client relationships and align with LR’s values.
Collaborate with internal teams to analyze both positive and negative feedback, identify trends, and implement improvements that enhance our services to reliably meet client expectations. This role offers a unique opportunity to improve our client experience and implement positive changes across the organization.
What we offer you
- The opportunity to work for an organization that has a clear sense of purpose, is guided by our values and helps colleagues to develop professionally and personally through our range of people development programme.
- Fulltime position
The role
- Take responsibility for and manage a wide range of, sometimes, complex complaints, positive feedback and suggestions from clients whilst maintaining commercial awareness at all times.
- Create and maintain a good client experience throughout the clients’ complaint journey whilst upholding the LR values and tone of voice (inspiring, supportive, professional, 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.
- 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 meet individual KPIs.
- To provide complaints & compliments reporting at business-stream level and support Group level reporting.
- To work closely with the Client Experience and Operations teams to develop action plans for improving client satisfaction based on feedback insights.
- Provide recommendations to improve products, services, and processes based on recurring feedback patterns.
- Responsible for taking proactive steps to maintain positive experiences. Ensure a client-centricity culture, ensuring that customer experience is central to LR’s business.
- Conduct activities in line with internal procedures, legislation and industry standards.
What you bring
- Well-developed client service / feedback handling skills, with the ability to communicate effectively and resolve issues and operate in ambiguous situations.
- Clear written and verbal communication skills.
- Demonstrated stakeholder management skills, with the ability to build and maintain effective relationships with key stakeholders.
- Solid IT skills. Familiarity with using a CRM system.
- Effective problem-solving skills, with the ability to quickly identify issues, investigate causes, and implement solutions.
- Ability to handle challenging or dissatisfied clients with composure and a professional approach.
- Solid organizational and time-management skills, with the ability to handle multiple tasks and meet deadlines.
- 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.
- Able to work as part of a team to contribute to achieving departmental/business objectives.
You are someone who
- Is keen to take accountability and ownership for delivering customer needs
- Is able to self-manage and prioritize tasks towards achieving goals
- Is effective at solving problems, trouble-shooting and making timely decisions
- Is flexible and eager to take initiatives
- Communicates in a structured way and has ability to present technical ideas in user-friendly language
- Displays a team spirit, particularly in a multicultural environment
- Responds positively to learning opportunities and is comfortable stepping out of own comfort zone
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