Customer Complaints Champion

2 weeks ago

Sale, United Kingdom Verastar Limited Full time

**(THIS IS AN INTERNAL ROLE ONLY)**

**What you’ll be doing**

As a Customer Complaints Champion, you’ll be part of a fast-paced team that champions our customers experience by taking ownership of customer complaints. Provide a great customer experience by handling customer cases and resolving to the customers satisfaction. This role will also include but not limited to:

- 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 them 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
- 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
- Develop an in-depth knowledge of our systems, processes, products and services

**What you need to have already done to be right for this role**
- Previous experience working in a customer complaint handling environment
- Industry Experience in Comms and/or Utilities background is preferred but not essential
- Experience dealing with a variety of customer issues and an ability to prioritise workloads

**Qualifications and other requirements**
- IT literate, with knowledge of the effective use of Microsoft (Word, Excel, PowerPoint); essential
- Strong numeracy skills
- A confident and clear communication style
- Ability to work successfully as part of a team
- The ability to successfully negotiate with customers and remain calm under pressure
- Strong attention to detail and the ability to multi-task

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