Complaints Resolution Specialist

The Millboard Company Ltd
15 Jan 2019
23 Jan 2019
Contract Type
Full Time
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.


Ensure all customer complaints are dealt with in a timely, efficient and courteous manner, upholding the Millboard brand status at all timesSet up and follow agreed structure and procedures for handling complaints and claimsEnsure warranty claims are validated by necessary evidence and informationMonitor and report performance on service and quality commitmentsManaging any voice of concerns from the client and liaising with production where appropriateCarry out regular root cause analysis to provide information on complaints data trendsMinimise any potential loss to the business and reduce costs wherever possibleComply with all relevant legislation at all timesProvide support, advice and guidance to other departments across the businessAssisting the Customer Support team via telephone/e-mail as workload permitsOther duties as assignedPerson Specification

Extensive experience handling customer complaints in both a B2B and B2C environmentManufacturing or Engineering sector experience is preferredExceptional negotiation and decision making abilityGood commercial awarenessBasic knowledge of both contract law and consumer rightsOrganised with the ability to plan and multi-taskConfidence working in a hands on entrepreneurial environmentSelf-aware, resilient, optimistic and open to changeCollaborative approach with colleagues in other departmentsAbility to persuade and influence at all levelsGood numeracy skills and a competent user of Microsoft Excel with the ability to analyse, report and explain data accuratelyApplicants must have a full UK driving licenceSalary & Additional Information

22 Days Leave + Bank HolidaysPensionEmployee Assistance ProgrammeEyecare ContributionsNO AGENCIES PLEASE

Note to applicants – Once we have received your completed application, this will be reviewed against set criteria for the role. Due to the volume of applications received, if you do not hear back after 2 weeks please assume on this occasion that unfortunately you have been unsuccessful.

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