Customer Resolutions Advisor

6 months ago

Andover, United Kingdom Stannah Full time

We have a fantastic opportunity for a **Customer Resolutions Advisor** to join the Customer Care team, based at our site in Andover. This will be a blend of home and office work after your Initial training period.

Opening hours for the Customer Care centre are Monday to Friday 08:00 - 20:00 and 09:00 - 17:00 over the Weekend. Working hours are worked on a rota basis and will include some weekends.

As a **Customer Resolutions Advisor** you will help customers with problems or queries and take your time to get to understand each customer to get a solution that they, and Stannah are happy with. At Stannah you will go the extra mile to delight your customers.

To be successful in the role you will be a confident written and verbal communicator with a friendly and positive approach. You must enjoy challenges have have the ability to prioritise and organise your own workload.

A background in Customer service or Customer Complaints is desirable.

**Responsibilities**:

- Dealing with any ‘customer’ queries from the day their lift is installed onwards. The customer can range from the end user to the installing engineer, contracted tradesperson helping to install the lift or a family member of the end user of the lift.
- You will investigate the query or complaint to come to a solution for the customer. This will often involve working with the wider Stannah teams (such as the manufacturing, accounts and warehouse teams) to determine how best Stannah can resolve the customer problem or complaint.
- On the customer’s installation day, if there is a problem at the customer site which may delay installation and negatively impact the customer, you will work with the engineers and tradespeople on the site to ensure that the installation does not fail or get delayed or aborted. This could involve you doing many things from urgently dispatching parts through to negotiating other solutions with the customer on the phone
- Having investigated any query or complaint and determined potential solutions, you will communicate with the customer to ensure that the Stannah promise of excellent customer service is always upheld
- You will accurately record your work on Stannah’s customer system to ensure a full record of communication is held along with any actions and agreements documented
- You will offer and negotiate customer discounts where appropriate and where necessary escalate this decision to a senior

**Company Information**:
Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence.

Joseph Stannah founded the business in 1867. A lot has happened since then and today Stannah is a global business. The family is in their fifth generation and plays a hands-on role in running the business. Most people know us for our stairlifts. Our range of products includes lifts, escalators, and homelifts. We also provide maintenance and repair services.

Our employees are the heart of our business. We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community

**Benefits Include**:

- Competitive Salary, paid on a monthly basis
- Profit Share Bonus Scheme, paid to all employees every quarter. Based on Group Company profits
- 25 days holiday, plus bank holidays
- Holiday scheme to buy extra days’ annual leave
- Pension Scheme. Matched contribution/salary sacrifice
- SimplyHealth Cash Plan. Allows you to claim towards health costs. For example, dental, optical, physiotherapy, chiropody treatments and more
- Life Assurance Scheme
- Long Service award scheme, with holiday benefit
- Company Benefits Discount Rewards Scheme. Includes shop discounts, hotel discounts, days out, and more
- Employee Assistance Programme. A workplace initiative to support and enhance well-being
- Company Sick Pay
- Enhanced maternity and paternity provision
- Free parking

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