Customer Experience Specialist
5 days ago
Fawkes & Reece (North) is seeking a highly skilled Customer Relations Advisor to join their team. As a Customer Relations Advisor, you will be responsible for delivering exceptional customer experiences and ensuring that all customer interactions are handled in a professional and timely manner.
Main Responsibilities:- Manage and resolve customer complaints in a fair and efficient manner, ensuring compliance with industry standards and company policies.
- Provide detailed reports on customer complaints and their status to senior management on a weekly basis.
- Action and issue all customer care defects received through the system, maintaining service level agreements.
- Monitor and respond to all customer inquiries and concerns in a timely and professional manner.
- Source and identify customer plot and development information, as well as investigate and resolve customer complaints.
- Administer and update the 'Your Watch' database on a weekly basis.
- Produce monthly reports from the system and monthly KPI reports for the region.
- Provide support to regional area offices in respect of customer queries.
- Contact customers post-legal completion to understand their journey and experience, providing feedback to the regional teams.
- Excellent customer relationship management skills, both online and face-to-face.
- Excellent customer service communication skills, both written and verbal.
- IT literacy, particularly in relation to Microsoft packages (Word, Excel, PowerPoint, Outlook).
- Experience working in a customer service role.
- Strong collaborative, team working, and interpersonal skills.
- A working understanding of the financial implications of the methods and sequences of build.
- Extensive product, NHQC, and customer service experience is preferable.
Fawkes & Reece (North) offers a competitive salary and package, including a company bonus scheme, pension, private medical, life assurance, share scheme, and 26 days annual leave.
We are passionate about developing and supporting our employees to work to the best of their potential and encourage progression from within.
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