Uk Cx Frontline Support Agent

4 weeks ago

Leicester, United Kingdom PepsiCo Full time

Overview:
The role of UK CX Front-Line Support Agent is required for the successful management of multi-brand postal contacts and UK based administrative tasks covering the effective support management of complaints and issues, strategic suppliers eg (Subway, McDonalds), grey imports and UK postal fulfilment. The role will deliver efficiency, drive consumer engagement and mitigate risk to brand reputation through the organizations integrated and streamlined services to ensure team SLAs, KPIs and key functional deliverables are all achieved. The role will involve the processing of postal contacts, either directly or for onward management and support by the wider CX Team. The role will support risk mitigation and drive consumer satisfaction through effective complaint management, recognizing early trends and hot topics and utilising positive messaging to help drive human connections and PEP+ stories for our brands.

**Responsibilities**:

- Be 3 - 5 days office based, dependent upon the volume of postal contacts received and fulfilment requirements to ensure response management meets aligned KPIs and SLAs.
- Be accountable for the effective management of the receipt, processing and dispatch of consumer, customer and business postal contacts for the UK PepsiCo foods brands and grey imports.
- Rapidly analyse postal contents to ensure accurate data collation and appropriate contact management through: allocation of correct reason codes, capture of empathetic insights and use of appropriate response and reimbursement in support of postal contacts.
- Efficiently manage key office based tasks including the dispatch of complaint related items to MFC Quality Teams, consumer goodwill packages, printing and receipt & dispatch of Special Delivery items, postal fulflment where required.
- Ensure compliance and effective management of PII data in relation to GDPR and PepsiCo data retention/privacy policies.
- Support the management of serious/business sensitive product complaints received via post as necessary.
- Deliver against individual and team KPIs and SLAs to ensure a streamlined, consumer centric service.
- Demonstrate strong communication skills, adopting appropriate brand tone of voice, creating and adapting written responses where necessary that engage and inform the consumer.
- Utilise CRM systems and associated equipment to effectively manage receipt, processing and dispatch of postal contacts.
- Acts as front-line and serious and sensitive emergency backfill during periods of high volume and ‘out of service’ KPIs and SLAs.
- Positively embrace and actively embed new ways of working, key business initiatives and technologies to drive individual and team effectiveness, efficiency and deliver competitively advantaged service to our consumers, our customers and our business.
- Positively engage with cross functional peers and external agencies to deliver CX capability and support for brand and business activity, ensuring the consumer is at the heart of all interactions.

Qualifications:

- **Service Orientated**: Experience and passion for managing consumer /customer complaints demonstrating ability to connect with consumers and customers to provide a valued service.
- **Systems capable**: capable of using Excel, Word & Powerpoint and CEM.
- **Self Manager**:Has ability to self-manage/motivate without close supervision.
- ** Clear Communicator**: Strong communications in the English language - supporting both formal written and verbal communications, able to adapt style and tone to fit the situation (consumers and internal/ external key stakeholders).
- ** Attention to Detail**: Able to accurately capture information and identify relevant insights that support pertinent and robust Voice of the Consumer reporting, manage potential hot topics and incident trending.
- ** Priority Focused**: Able to flex and adapt, delivering against competing priorities, projects and timelines ensure key functional and individual accountabilities are met.
- ** Oranised**; Demonstrates a high level of time management and planning skills to effectivily prioritise and manage a varied workload against competing priorities, and across a complex cross functional network.
- ** Resilient**: Has ability to work under pressure in a professional, efficient and courteous manner.
- ** Service Experience** Has proven consumer facing experience (3 years+) in a Consumer Relations role.

**Desirable**
- ** Business Savvy**: Robust understanding of UK PepsiCo Brands.
- ** Managing Risk**: Experience in managing serious and sensitive consumer/customer issues.

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