Customer Relations Officer
4 weeks ago
**Customer Service**
Agree a step by step process with the customer to resolve their complaints, taking ownership through to conclusion and adhering to specified timeframes (SLA), using negotiation, persuading and influencing skills where appropriate.
Record customer, vehicle and complaint information accurately, refer to job history and effectively follow up to convert the customer through effective complaint resolution.
Assist other areas of the Department as required.
**Core Hours**
Monday to Friday 8.30am to 5.30pm
Saturday 8.30am to 12.30pm (1 in 4 rotating)
Lunches will be allocated in line with business needs
**SLA’s**
- Confirm next steps action with the customer within 48 hours
- 95% minimum call handling
**KPI’s - monthly**
- Availability to take inbound calls at all times if allocated to inbound function. All outbound function available to take inbound calls between 12pm and 2pm to cover lunchtime periods. Do not log out for lunch until the previous team member returns.
- A minimum of 50 calls per day either inbound or outbound dependant on function allocated (inbound and outbound calls are not combined)
- Management and control of call queue in line with SLA’s
- Confirm next steps action with the customer within 48 business
- A minimum bronze standard call calibrations
- A minimum bronze standard notes audit
- No more than 6 errors
- All refund and payment requirements completed within business day
- All diarised client calls completed on required date
- Minimum 1 hour Aux time per day
Performance is evaluated on a peer group average using a traffic light system with red = below average performance, amber = on average performance and green = above average performance. Below average monthly performance will require improvement plans to support which may result in disciplinary action. Staged increase in KPI’s for new trainees over a 6 week period.
You will be empowered to take ownership of complaints and be able to support our Customers through our service recovery journey with them. You will make sure we turn a negative customer encounter to a positive experience of our business.”
**Key Accountabilities**
- Demonstrate an understanding of complaints process and procedures
- Deliver service recovery excellence and support our Customers through our service recovery journey with them
- Ensure we turn a negative customer encounter to a positive experience of our business.
- Demonstrate awareness of treating Customers fairly
- Accurate recording of all expressions of dissatisfaction
- To comply with Data Protection, Financial Conduct Authority and Health & Safety guidelines
- To complete all relevant reporting as and when required
- Maintain and energetic, positive and motivational approach to the role
- Represent the Company with a positive and professional image at all times
**Key Skills and Behaviours**
- Analyse complaints received and suggest opportunities to improve process
- Demonstrate strong Customer empathy
- Cost focused and goal orientated
- Microsoft Office proficient
- Tenacity
- Flexibility
- Quality focused
- Strong ownership and sense of purpose
- Efficient and well organised
- Effective communication and interpersonal skills.
**Job Types**: Full-time, Permanent
**Salary**: £24,000.00-£27,000.00 per year
**Benefits**:
- Company events
- Company pension
- Gym membership
Schedule:
- Monday to Friday
- Weekend availability
Work Location: In person
Reference ID: CSABD
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