Customer Experience Specialist
6 days ago
About the Role:
We are seeking a highly skilled and experienced Customer Experience Specialist to join our Customer Solution Centre team at Three UK. As a key member of our team, you will be responsible for resolving complex customer complaints and issues, providing timely and effective solutions, and driving continuous improvement in our customer experience.
Key Responsibilities:
- Resolve complex customer complaints and issues through multiple channels, ensuring timely and effective solutions.
- Drive customer experience by providing high-quality resolutions, adhering to quality standards and regulatory guidance.
- Achieve personal and departmental KPIs by managing individual caseloads and supporting the wider team to meet departmental objectives.
- Lead data analysis and capture insight on customer journeys, identifying gaps in process policy and customer experience, and providing recommendations for continuous improvement.
- Record accurate root cause analysis to support the analysis of recurring issues.
- Act quickly to mitigate risk to the business arising from complaints or escalations by making balanced decisions and prioritizing effectively.
- React to real-time demand, re-prioritizing to ensure customer needs are met.
Requirements:
- Experience within a contact centre or telephony environment is essential.
- Complaint handling, managing caseloads, and writing high-quality outcomes are advantageous but not essential.
- Proven track record in delivering high standards of customer service, managing individual caseloads in line with set SLAs and KPIs, while reaching the right outcome for the customer and the business.
What We Offer:
- A performance-based annual bonus and an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
- Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week).
- 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
- Private Medical Insurance, Life Assurance, and Income Protection.
- Free mobile phone package and unlimited sim-card.
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