Customer Service Resolution Specialist

1 month ago


Bristol, Bristol, United Kingdom Bristol Waste Company Full time
About the Role

We are seeking a highly skilled Customer Service Resolution Specialist to join our team at Bristol Waste Company.

Job Summary

The primary responsibility of this role is to handle customer complaints professionally and efficiently, ensuring that issues are resolved promptly and to the satisfaction of all parties involved. This involves investigating complaints, gathering information, and negotiating suitable resolutions. The ideal candidate will possess excellent communication and problem-solving skills, as well as the ability to work under pressure and prioritize tasks effectively.

Key Responsibilities
  • Main point of contact for customers/colleagues to resolve complaints.
  • Triage case complaint content and decide on the appropriate process.
  • Investigate and resolve complaints, gathering information and evidence.
  • Liaise with complainants via phone calls and emails.
  • Liaise with Bristol City Council on service disruptions.
  • Analyse daily complaint trends to provide insight.
  • Respond to complaints within the SLA.
  • Find immediate solutions and provide information for long-term resolutions.
  • Assess cases for reputational damage to BWC.
  • Prepare reports on complaints and customer feedback.
  • Record information accurately on the Council's Case Management System.
  • Provide advice and guidance on complaints procedures.
  • Ensure resident's data security, complying with GDPR.
  • Support the Customer Relations Manager in gathering evidence for high-level complaints.
Essential Requirements
  • Excellent communication and customer service skills.
  • Excellent written and oral skills.
  • Confidence, patience, politeness, tact, and diplomacy.
  • The ability to prioritise tasks and work under pressure.
  • A problem-solving approach to work.
  • Flexibility and adaptability to changing workloads.
  • Being highly organised and detail-orientated.
  • Ability to handle information securely and confidentially.
  • Working knowledge of MS office, including spreadsheets and emails.
Salary and Benefits

The estimated salary for this role is £25,000 - £30,000 per annum, depending on experience. We also offer a range of benefits, including employer contribution to the company pension scheme, generous annual leave package, support for Mental Health and Physical Health, employee recognition awards and long service awards, and flexible working options.



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