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Customer Service Representative

2 months ago

Eastleigh, United Kingdom The Workshop Full time
About The Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Complaints Officer. As a key member of our customer service team, you will be responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.

Main Responsibilities
  • Initial Contact: Act as the first point of contact for our customers in the complaint handling process, acknowledging complaints and informing customers of what to expect next.
  • Investigation and Resolution: Conduct thorough investigations into complaints received and reach an outcome based on the merits of each case.
  • Communication: Communicate your findings and outcome to our customers and stakeholders clearly and concisely, constructing a strong oral and written case.
  • Collaboration: Liaise and develop a working relationship with other departments across the organisation and external stakeholders, including contractors and local authorities.
Key Skills and Qualities
  • Excellent Communication Skills: Demonstrate excellent written communication skills and the ability to distil a message clearly and succinctly.
  • Initiative and Decision-Making: Show initiative and make appropriate decisions, whilst acting sensitively and fairly.
  • Customer Focus: Demonstrate a customer-focused approach, with a polite and empathetic telephone manner.
  • Workload Management: Manage workload to ensure timescales are met.
  • Customer Service Experience: Possess experience in customer service and dealing with complaints or difficult conversations.
  • Technical Skills: Have a good working knowledge of Microsoft office packages, including Outlook, Word, and Excel.
  • Analysis and Problem-Solving: Ability to analyse complex complaints and customer feedback issues and evidence findings.
Working Hours

Monday to Friday, 37 hours per week, office hours.