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Customer Relations Specialist

2 months ago

Bracknell, Bracknell Forest, United Kingdom Parkside Recruitment Full time
About the Role

Parkside Recruitment is seeking an experienced Customer Relations Specialist to join our client's team for a minimum period of 6 months. The successful candidate will be responsible for managing and resolving complex customer situations, ensuring exceptional customer experience and maintaining the client's brand reputation.

Key Responsibilities
  • Customer Situation Management: Manage and resolve escalated customer situations, demonstrating empathy and understanding of the customer's needs.
  • Communication and Relationship Building: Develop and maintain strong relationships with customers, internal departments, and key stakeholders, ensuring effective communication and issue resolution.
  • Problem-Solving and Decision-Making: Utilize excellent problem-solving skills to facilitate key decision-making on behalf of the department, ensuring commercial and customer-friendly solutions.
  • Process Improvement: Identify process gaps within the team and implement relevant countermeasures to streamline processes and enhance customer experience.
  • Financial Management: Manage the goodwill budget in a consistent and sensible manner, ensuring effective use of resources to support customers.
  • Escalation and Resolution: Take ownership of escalated, high-cost contacts from the network, ensuring timely resolution and adherence to process.
  • Business Acumen: Demonstrate a strong understanding of business operations and make sound decisions to drive retention and protect the brand.
Requirements
  • Excellent Team Player: Work effectively in a busy environment, demonstrating a flexible and adaptable approach to work.
  • Customer-Centric: Naturally empathetic and customer-focused, with a strong understanding of customer needs and expectations.
  • Self-Motivated: Capable of making logical decisions using initiative, with a strong attention to detail.
  • Communication Skills: Excellent interpersonal, communication, and relationship-building skills, with the ability to articulate complex ideas to customers, external partners, and peers.
  • Experience: Previous complaint management experience in a customer environment, with a strong understanding of business operations and customer experience.
Desirable
  • FCA Customer Experience: Previous experience in dealing with FCA customer complaints.