Customer Experience Specialist
3 days ago
This is a rewarding opportunity to make a positive impact on customer experience at Affinity Water. As a key member of the Complaints & Resolution Team, you will play a vital role in delivering exceptional service and turning complaints into opportunities for growth.
Key Responsibilities:- You will work closely with contact centre teams, operations, and other stakeholders to identify areas for improvement and implement corrective actions.
- Achieving accurate reporting of Complaint NFA is essential, with a focus on reducing stage 1 complaints by resolving issues within 24 hours.
- If unable to resolve within 24 hours, you will escalate to Stage 1 complaint and own the customer's journey, ensuring a seamless resolution.
- Experience of handling customer enquiries and/or complaints.
- Familiarity with data protection and GDPR Compliance.
- Excellent interpersonal skills, with the ability to deliver an exceptional customer experience.
We offer a competitive salary range of £25,000 - £35,000 per annum, depending on experience.
Beyond this, our comprehensive benefits package includes:
- Learning and development opportunities.
- Entry into our annual bonus scheme.
- 23 days' annual leave (rising with length of service) and five extra days available to purchase.
- A 'Celebration Day' to mark important festivals or occasions.
- An enhanced pension scheme that doubles your contributions.
- Family-friendly policies, including maternity, adoption, paternity, shared parental leave, fertility support, and carers' leave.
- A dedicated Wellbeing Centre to support your physical and mental health.
- Access to retail discounts and dental/medical insurance through our Tap4Perks scheme.
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