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Customer Experience Manager
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Customer Service Resource Coordinator
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Customer Service Resource Coordinator
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London, Greater London, United Kingdom Customer Labs Full timeJob Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer support team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...
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Customer Service Resource Coordinator
1 month ago
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Customer Service Resource Coordinator
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Customer Service Resource Coordinator
1 week ago
London, Greater London, United Kingdom Customer Labs Full timeAbout the RoleWe are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer service team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on target.Key Responsibilities:Manage the Field Service...
Customer Experience Manager
2 months ago
We are seeking a highly skilled Customer Care Team Lead to oversee our team who will investigate and analyze customer complaints in regulated and non-regulated environments.
Key Responsibilities- Thoroughly investigate and analyze all escalated complaints to ensure fair outcomes for customers.
- Handle complex inbound and outbound communication with customers in a calm and assertive manner.
- Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives.
- Use multiple data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs.
- Communicate with internal and external parties, as needed, to investigate and close complaints.
- Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints.
- Maintain and update the complaints database with accurate information.
- Make recommendations for fair redress and remedial actions.
- Ensure all complaints are documented according to policies and procedures.
- Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvement.
- Proven Complaint Handling experience in an FCA regulated environment.
- High-level understanding of the industry and regulatory requirements.
- Excellent written and verbal communication skills.
- Ability to build strong relationships with internal and external partners.
- Experience in data analysis.
- Experience in suggesting and implementing business improvements based on feedback.
- Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management.
Octopus Energy is a leading provider of electric vehicle leasing solutions. We are committed to driving sustainable change and providing our customers with fair pricing and a fantastic experience.
