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Senior Customer Service Advisor (Complaints)

  • Location: Stoke-on-Trent
  • Salary: £22,500 pa per year
  • Job Type:Permanent

Posted 3 months ago

  • Sector: Front-Line Talent, Customer Contact
  • Contact: Mandy Thompson
  • Contact Email:
  • Start Date: A.S.A.P
  • Expiry Date: 10 June 2021
  • Job Ref: MT/17398M

Hours:  37.5 Hours Per week 

Mon – Fri Shifts between 8.30am -5.30pm 

Start Date:  ASAP

Overall Purpose:             

  • Our client is looking for an experienced Customer Service Advisor to join their fast paced, customer centric team.   As part of the complaints teams, you will manage your own caseload of VIP customer complaints ensuring you champion best practice in end-to-end complaint handling, customer satisfactions measures and customer retention.

Key Responsibilities

  • Ensure all incoming telephone enquiries are handled in an efficient and customer focused way.
  • Identify, acknowledge and record customer dissatisfaction and complaints.
  • Conduct thorough and impartial investigations in order to achieve the best outcome for customers adopting a ‘right first time’ approach.
  • Proactively prioritise and manage own allocated caseload; taking full ownership of each case until the best outcome is delivered.
  • Communicate ongoing progress, resolution and follow-up of all enquiries and complaints to the customer by telephone and in writing.
  • Identify root causes for complaints and help eliminate repeat trends and unnecessary further escalations improving overall customer experience.
  • Ensure all complaints are recorded accurately to enable regular feedback to the business to raise awareness of status and trends in customer complaints. 

What you’ll need

  • Strong attention to detail with the ability to analyse each complaint and make decisions with confidence. 
  • Organised and methodical approach to prioritise caseload
  • Be proactive in investigating and resolving complaints avoiding repeat contacts. 
  • Demonstrate excellent problem-solving skills
  • Demonstrate strong negotiation and influencing skills to achieve best outcomes. 
  • Excellent communication skills, including both telephone and letter writing skills.
  • Ability to deal effectively with internal and external customers of all levels, challenging decisions, if necessary.
  • Ability to present investigations and conclusions regarding complex complaints to managers at all levels within the business, with confidence and efficiency. 
  • Demonstrate flexibility within a changing working environment.
  • Be able to manage role responsibilities with minimal supervision, identifying the need for support when required.

Keywords: Customer Service, complaints, advisor, agent, case manager