Customer Care Advisor

3 weeks ago

Chesterfield, United Kingdom Auto Windscreens Full time

Overview:
We are currently recruiting for a Customer Care Advisor to work within the AW customer service team in Chesterfield.

Investigating customer complaints and responding with a fair outcome-based resolution within regulatory and business requirements

This job involves a lot of interaction with the general public, insurance companies, brokers and colleagues

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Working to current FCA guidelines (although we are not regulated)

To protect the AW brand whilst dealing with sensitive issues and reach satisfactory resolutions for all parties

**Responsibilities**:

- Manage workload to reach the set targets at a minimum
- Investigating customer complaints and responding with a fair outcome-based resolution within regulatory and business requirements
- To reach mutually agreeable resolutions, sometimes with negotiation
- Keeping accurate records of discussions or correspondence with customers
- Investigating and solve customers' problems, which may be complex or long-standing problems
- Issuing refunds or compensation to customers, whilst keeping company outgoings to a minimum whilst achieving a satisfactory outcome for the customer
- Producing written information for customers, often involving use of computer packages/software;
- Writing reports analysing the customer service that your organisation provides;
- Working collaboratively and maintaining strong relationships with colleagues from all departments, eg. Service Delivery, Sales, Group Contact Centre and Technical and Training.
- Developing and implementing customer feedback processes
- Where applicable, to ensure that DPA, FCA, TCF and other regulatory requirements are met
- Reviewing Customer Surveys and Data, and actioning accordingly
- Monitoring Social Media, and responding
- Monitoring and actioning the shared inbox
- Negotiating costs with third party repairers, and ensuring costs are controlled

Qualifications:

- Provide excellent customer service in difficult situations
- First class interpersonal skills, must able to communicate with a wide range of people across all mediums
- Good level of IT literacy and proficient in the use of Microsoft packages such as Outlook, Word and Excel
- Customer orientation and ability to adapt/respond to different types of characters
- Strong phone contact handling skills and active listening
- Have respect for customer and business confidentiality
- Excellent communication skills
- Excellent letter writing skills
- Ability to remain flexible
- Have an open and positive outlook to change in the workplace
- Ability to work on own initiative and take responsibilities for own workload. To be able to multi-task, prioritise, and manage time effectively and meet required deadlines

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