Customer Resolutions Executive

4 days ago


Melton Mowbray, United Kingdom The AA Full time

**Company description**:
**Job Title**: Customer Resolutions Executive

**Salary**: £22,376

**Location**: Melton Mowbray - Dynamic working

**Employment Type**: Full Time/Permanent

We’re passionate to support the ongoing development of all AA colleagues so whether you’re indoor, outdoor, home or office based, we may have an amazing opportunity for you.

Are you ready to continue growing your career here at the AA? Let us support your internal development and help you reach your career goals.

**This is the job**:
As our **Customer Resolutions Executive**, you will manage and deliver great customer outcomes for both regulated and non-regulated complaints, making sure you adhere to all set standards and procedures outlined within the Complaint Handling procedure document. In addition, you will also manage more complex cases and requests from The Motor Ombudsman Service.

**What will I be doing?**:

- Resolve escalated complaints, including those of a sensitive nature, through thorough and diligent investigation
- Review and liaise with internal teams and customers to investigate feedback via survey portals such as OSAT, Trust Pilot and Rant & Rave.
- Handle requests from 3rd parties which will include The Motor Ombudsman and those with agreed bespoke complaint schedules and liaison with Internal and External partners where required.
- Make decisions, obtaining all relevant and appropriate information, to deliver the right outcome for our customers and deliver remedial actions or redress (or both) where appropriate
- Accurate record keeping including record of investigation, actions, outcomes and corrective activity
- Advocate customer centric approach to handling dissatisfaction across the Prestige Fleet Servicing and the AA and take actions that minimise potential brand damage, escalating through the correct routes where necessary
- Business Subject Matter expert for customer dissatisfaction

**What do I need?**:
**Capability, Knowledge and Experience**:

- Strong demonstrable knowledge of regulatory complaint handling.
- Ability to remain calm and customer focused when under pressure.
- Ability to communicate using various communication channels to resolve customer complaint, fairly, effectively and in a professional manner.
- Comprehensive in investigating and gathering relevant information and updating of records accurately and timely.

**Personal Characteristics**:

- Customer focused.
- Resilient & calm.
- Strong attention to detail.
- Professional manner.

**Additional Information**:
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

- 23 days annual leave + 8 Bank Holiday
- Free AA breakdown membership
- Fantastic working hours, ideal for a comfortable work/life balance
- Regular 1 to 1 meetings with your team leader to discuss not only your performance but to map out a route for any development opportunities
- Internal career development opportunities into multiple different functions
- Free access to the onsite gym
- On site restaurant 'The Wild Fig'
- EV Charging Points on site
- Pension Scheme

At the AA we understand diversity and value the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, you are empowered to be your best and feel like you truly belong.



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