Hours: 37.5 Monday-Friday Between 9-6 HYBRID
A fantastic opportunity to be part of a fast-paced team that champions customer experience by taking ownership of customer complaints. Provide a great customer experience by handling customer cases and resolving to the customer’s satisfaction.
Responsibilities:
• Resolve customer complaints escalated by different areas of the business
• Put the customer at the heart of everything you do, take ownership of complaints and resolve in a timely and efficient way
• Work with stakeholders (internal and external) to gather relevant information
• Ensure that activity complies with regulatory requirements, GDPR and quality standards
• Make sure that systems are updated with accurate account information
• Liaise with customers by phone, email, letter, SMS, aiming to resolve quickly and efficiently
• Work with the executive team to reduce ADR complaints
• Work towards KPI’s and SLA’s as agreed with the Customer Complaints Team Manager
• Identify and feedback any trends and feedback for continuous improvement
Experience:
• Previous experience working in a customer complaint or customer service environment
• Experience dealing with a variety of customer issues and an ability to prioritise workloads
• Consistently achieve all resolution targets 2. Aims to reduce the time to resolve customer complaints
• Known as a real team player Skills
• A confident and clear communication style
• The ability to successfully negotiate with customers and remain calm under pressure
• Strong attention to detail and the ability to multi-task
• IT literate, with knowledge of the effective use of Microsoft (Word, excel, PowerPoint); essential
• Strong numeracy skills
Benefits:
• Hybrid Working
• On site canteen (free breakfast)
• On site gym
• Free parking