Feedback Handler

Lloyds Register

Location: Chennai India


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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