Feedback Handler

Job ID:40645
 

Feedback Handler

Lloyds Register

Location: Athens, Greece

What we’re looking for

Are you driven to deliver exceptional client experience and promote continuous improvement?

We are looking for a dynamic candidate who excels at actively listening to and acting on clients' feedback. In this role, you will work towards the effective resolution of client complaints while fostering a culture of excellence and continuous improvement. As a Senior Feedback Handler, you are expected to take ownership of resolving client complaints with professionalism, empathy, and efficiency, ensuring outcomes that strengthen client relationships and align with LR's values. Collaborate with internal teams to analyze both positive and negative feedback, identify trends, and drive improvements that enhance our services to consistently meet or exceed client expectations. This role offers a unique opportunity to make a meaningful impact by shaping our client experience and driving positive change across the organization.

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 

• Proactively manage and take ownership of 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, helpful, warm, 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 achieve 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. Drive a client-centricity culture, ensuring that customer experience is at the forefront of 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.
• Excellent written and verbal communication skills.
• Strong stakeholder management skills, with the ability to build and maintain effective relationships with key stakeholders.
• Strong IT skills. Familiarity with using a CRM system would be advantageous.
• Excellent problem-solving skills, with the ability to quickly identify issues, investigate causes, and implement solutions.
• Ability to handle challenging or dissatisfied clients with tact, empathy, and professionalism approach.
• Strong 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.

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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. 

Here at Lloyd’s Register, we care, we share and we do the right thing in every situation. It’s ingrained in our culture and everything we do. We are committed, and continually strive, to lead with our values that empower and enable an inclusive environment conducive to your growth, development and engagement. It doesn’t matter who you are, what you have experienced, how you identify, how old you are, where you are from, what your beliefs are or how your brain or body works – the diversity of our colleagues is fundamental to our futures and the changes we can make together. Our inclusive culture allows us to connect together authentically and to be courageous and bold. We don’t just talk about our differences, we celebrate them! 

We are committed to making all stages of our recruitment process accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application and we will do everything we possibly can to support you. 

 If you don't tick every box in these ads, please don't rule yourself out. We focus on hiring people who share our goal of working together for a safer, sustainable, thriving ocean economy. 

We care, we share, we do the right thing.

If you have further questions about this role, please contact us at careers@lr.org and we will respond to you as soon as possible.

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.

   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.

Find out more about Disability Confident at: www.gov.uk/disability-confident

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The Lloyd's Register Group comprises charities and non-charitable companies, with the latter supporting the charities in their main goal of enhancing the safety of life and property, at sea, on land and in the air - for the benefit of the public and the environment. (Group entities).