Customer Service Recovery Specialist

1 week ago

Bournemouth, Bournemouth, United Kingdom McCarthy and Stone Full time

About Us:

At McCarthy Stone, we strive to enhance the wellbeing and happiness of older people by creating communities that foster a sense of belonging, independence, and peace of mind. Our mission is to provide exceptional service and care, ensuring our customers feel valued and supported.

The Role:

We are seeking a highly organised and service-focused Customer Relations Coordinator to join our team on a 6-month fixed-term contract. In this role, you will support the Customer Relations Managers in delivering outstanding service recovery for our customers, ensuring that all complaints and concerns are handled with care and efficiency.

Key Responsibilities:

  • Customer Correspondence Management: Maintain the Customer Relations inbox, ensuring all correspondence is acknowledged within 1 working day. Keep customers informed and up-to-date throughout the resolution process.
  • Case Distribution: Allocate cases to Divisional Customer Relations Managers, ensuring they are logged, managed, and resolved promptly.
  • Document Management: Keep accurate records of all correspondence and ensure documents are saved to the correct case files.
  • Stakeholder Engagement: Work independently and collaboratively with internal stakeholders to ensure effective resolution of customer issues.
  • Trustpilot Monitoring: Respond to Trustpilot posts to maintain a positive brand image.

About You:

You are a proactive and resilient individual with a strong ability to empathise with customers. Your organisational skills and attention to detail are exceptional, and you thrive in a role where you can make a tangible difference to customer satisfaction.

Skills & Attributes:

  • Highly organised with excellent record-keeping skills.
  • Strong communication skills, both written and verbal.
  • Ability to work effectively within a small team and build strong relationships with stakeholders.
  • Resilient with a positive attitude and the ability to handle multiple tasks and priorities.
  • Proficient in Microsoft Word and Outlook.
  • Previous experience in customer service or administration is advantageous.

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