Feedback Handler

**Job Title: Feedback Handler**

**Feedback Handler, Customer Support**

**What we’re looking for**
Are you driven to deliver exceptional client experience and promote continuous improvement?

**What we offer you**
- The opportunity to work for an organization that has a strong sense of purpose, is values driven and helps colleagues to develop professionally and personally through our range of people development programmes
- Permanent Role - Full-Time

A culture that develops its colleagues and promotes from within and many other additional benefits

**The role**
- 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.
- Adhere to the Feedback Handling process, effectively manage workload and achieve individual KPIs.
- Escalation Handling: Identify and escalate complex issues or complaints that require further investigation or management involvement and escalate to the appropriate teams/colleagues.
- Work closely with the Client Experience and Operations teams to provide feedback and contribute to feedback handling improvements and best practices.
- Provide recommendations to improve products, services, and processes based on recurring feedback patterns.
- Follow-up: Ensure proper follow-up with customers to confirm resolution and gauge satisfaction.

**What you bring**
- Customer-centric mindset: Strong commitment to delivering exceptional customer service.
- Maritime experience
- Problem-solving: Ability to quickly identify issues, investigate causes, and implement solutions.
- Communication Skills: Excellent verbal and written human-centric communication skills for effective interaction with clients and internal teams.
- Empathy & Patience: Ability to handle challenging or dissatisfied clients with tact, empathy, and professionalism.
- Time Management: Strong organizational and time-management skills to manage multiple tasks and deadlines.
- Attention to Detail: Ability to log and document client issues accurately. Data-driven: Analytical skills to track feedback trends and provide actionable insights.
- Team Player: Ability to work collaboratively across departments.
- Proven experience in customer service, feedback management, or complaint resolution.
- Technical Skills: Familiarity with CRM systems would be advantageous,

**About us**
We are a leading international technical professional service provider and a leader in classification, compliance, and consultancy services to the marine and offshore industry, a trusted advisor to our customers helping to design, construct and operate their assets to the highest levels of safety and performance. We are shaping the industry’s future through the development of novel and innovative technology for the next generation of assets, while continuing to deliver solutions for our customers every day.

**Be a part of**
Lloyd’s Register is wholly owned by the Lloyd’s Register Foundation, a politically and financially independent global charity that aims to engineer a safer world through promoting safety and education. For a thriving ocean economy, Lloyd’s Register colleagues and Lloyd’s Register Foundation work together to fund research, foster industry collaboration and develop action-oriented solutions to make the world a safer place.

**Want to apply.**

**We care, we share, we do the right thing.**
**Diversity and Inclusion at Lloyd's Register**:
Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.

A black background with purple and green squaresDescription automatically generated As a Disability Confident Committed Employer, we have committed to:

- ensure our recruitment process is inclusive and accessible.
- communicating and promoting vacancies offering an interview to disabled people who meet the minimum criteria for the job.
- anticipating and providing reasonable adjustments as required.
- supporting any existing employee who acquires a disability or long-term health condition, enabling them to stay in work.
- at least one activity that will make a difference for disabled people.

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