Complaints Advisor Hybrid
1 month ago
About the Role
About the Role
This is a very exciting opportunity to join a well-known business with plenty of opportunities to build on your skills & your career This business truly put the needs of their customers first, that’s why we need Customer Champions who love going above and beyond
- Swift and proactive management of escalated cases that come into the business.
- A proactive and positive attitude with the ability to work as part of a team.
- Knowledge and functional expert on all processes and Procedures.
- Excellent people and communication skills, quick to build relationships.
- Demonstrating best in class escalation management.
Responsibilities:
- Management of executive level escalations and acting as the owner of the first step within the Complaints Process.
- Providing reactive and proactive customer communications through written and verbal case management.
- Securing and providing timely and proactive updates and information to customers, avoiding the need for repeated contacts.
- Managing own workload effectively and supporting team where required in more complex cases.
- Being the voice of the customer and champion ideas through regular focus groups, to help improve the customer experience.
- Building key relationships with internal stakeholders to encourage a positive and collaborative way of working.
Knowledge & Skills:
- Proven experience of delivering high-quality customer service
- Experience in complaint management
- Strong interpersonal skills allowing effective communication with internal and external stakeholders at all levels
- Exceptional verbal and written communication skills
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