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Customer Excellence Specialist

1 month ago

Edinburgh, Edinburgh, United Kingdom Greenbean Full time
About the Role

We are seeking a skilled Customer Excellence Specialist in Edinburgh to contribute to our service excellence objectives and drive positive customer outcomes.

Key Responsibilities
  • Handling complaints and price comparison cases to agreed standards, ensuring high-quality service delivery.
  • Using investigative skills to thoroughly explore cases and provide expert advice, providing value-added support to customers.
  • Developing strong networks throughout the organisation to facilitate effective information gathering and sharing knowledge.
  • Proactively engaging with stakeholders, including investors and advisors, to set expectations and deliver exceptional customer service.
  • Capturing detailed records of complaint progress, categorising them according to business and regulatory standards.
  • Identifying opportunities for improving customer service and complaint handling, sharing specialist expertise to drive continuous improvement.
What You'll Enjoy
  • A competitive salary of £35,000 per annum, reflecting the importance of this role in delivering excellent customer outcomes.
  • Hybrid working arrangements, offering a great balance between work and personal life.
  • 25 days annual leave plus bank holidays, increasing with length of service, allowing for relaxation and rejuvenation.
  • A range of wellbeing benefits, including private medical insurance, free food and snacks, and discounted gym memberships.
Requirements
  • Ability to use initiative and analytical skills to identify effective solutions and drive results.
  • Strong communication and interpersonal skills, enabling you to articulate complex information and build relationships with diverse stakeholders.
  • Good discretion and judgment when dealing with sensitive situations, maintaining confidentiality and professionalism at all times.
  • A positive, empathetic, and professional attitude, essential for building trust and delivering excellent customer experiences.
  • Capacity to establish and maintain relationships with key stakeholders, including investors, advisors, and external partners.
  • Curiosity and willingness to challenge existing protocols and procedures to ensure they remain fit for purpose.