Customer Experience Advocate
6 days ago
About the Role
We are seeking a highly skilled and experienced Customer Service Representative to join our team at Three. As a key member of our Customer Solution Centre, you will be responsible for handling complex customer complaints and resolving issues in a timely and efficient manner.
Key Responsibilities
- Protect and enhance Three's reputation by effectively dealing with and resolving customer complaints via multiple sources.
- Actively engage and build trust with customers, providing advice and identifying potential vulnerabilities.
- Drive customer experience by providing timely resolutions in a fast-paced, demanding, and customer-centric environment.
- 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.
- Record accurate root cause to support analysis of recurring issues.
- Act quickly to mitigate risk to the business arising from complaints or escalations.
- Build relationships with internal stakeholders to enable quick resolution to customer issues.
- Maintain knowledge and understanding through self-development and learning.
- 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 case loads in line with set SLAs and KPIs.
- Excellent organizational skills, with strong attention to detail, using these skills to meet regulations and find solutions to customer issues.
What We Offer
- Salary range starting at £24,960, with exact salary differing by job and experience.
- Performance-based annual bonus and flexible allowance for additional benefits.
- Hybrid working arrangement between home and office, with a balance of home and office-based working.
- 28 days annual leave, 8 bank holidays, and 3 personal days annually, increasing with length of service.
- Private Medical Insurance, Life Assurance, and Income Protection.
- Free mobile phone package and unlimited sim-card.
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