Customer Resolution Advisor

**Customer Resolution Advisor - salary from £25,000 per annum**

**A Bit About Us**

At Partou, childcare is more than just a job; it's a journey - one where every child leads us in a unique new direction. As part of the largest childcare group in the Netherlands, we leverage world-leading research, resources, and expertise to help you develop your skills and make a lasting, positive impact on the next generation.

With the acquisition of Just Childcare in June 2021 and All About Children in September 2022, Partou UK has become one of the largest childcare providers in the UK. This exciting growth phase, supported by significant investments in quality care and early years learning, offers fantastic opportunities for our team.

Globally, Partou operates over 1,000 nursery branches, catering to more than 75,000 children with a team of over 11,000 professionals. Our ambitious expansion plans remain focused on continuous improvement and growth.

For more information, visit our website.

**Scope**

As a Customer Resolution Advisor, you will be at the frontline, delivering exceptional service to our families and ensuring their needs are handled professionally and efficiently. You'll play a vital role in representing the company when a customer has a query or complaint. Since customer care and retention are fundamental to our business, we need a dedicated, personable advisor to support our families when they need it most.

In this role, you will listen actively to customer concerns, provide accurate information to resolve issues, and demonstrate empathy, especially when dealing with difficult situations. You'll be the first point of contact, and your responses will shape our families' experiences with us.

**Key Responsibilities**
- Escalate complaints that require further attention to the Customer Experience Manager.
- Track customer queries and complaints using the company's call log process.
- Respond to direct messages on social media in a personalised manner.
- Manage responses to all nursery reviews on our review platform.
- Contribute to the company's NPS, customer satisfaction score, and retention results.
- Use relevant data and insights to monitor and evaluate customer feedback to identify areas for improvement.
- Collaborate with the Family Care Team and Nursery Managers to resolve complaints at the first point of contact.
- Suggest and contribute to process and system improvements to enhance the customer experience.

**What Success Looks Like**

Success in this role means consistently providing high-quality customer service, ensuring that every family you interact with leaves with a positive experience. You will effectively handle enquiries and complaints, contributing to high Net Promoter Score (NPS) and satisfaction ratings. Achieving key contact centre metrics, such as response rates, enquiry handling, and reducing low review ratings, will also be indicators of success. By working collaboratively with the Family Care Team and Nursery Managers, you will resolve issues promptly, and your suggestions will help improve the overall customer experience.

**Skills & Experience**
- Working knowledge of nursery life (desirable).
- Experience in customer care or customer-facing roles (essential).
- Basic computer literacy, including MS Office, Excel, and Outlook (essential).
- Experience with CRM/service ticket systems (Salesforce/Zendesk/Dynamics) is an advantage.
- Strong phone and verbal communication skills.
- Active listening skills.
- A customer-focused attitude with excellent communication abilities to proactively handle queries and complaints.
- Ability to remain calm in stressful situations.
- Ability to multitask, set priorities, and manage time effectively.
- Team-oriented personality.
- Willingness to travel to the NSC on a frequent basis.

NSC

**Partou is proud be a part of the National Partnership in Early Learning and Childcare (NPELC) - a group of 10 of the largest childcare providers across England. Together, we operate over 1,300 childcare settings, employ more than 38,000 people, and take care of over 160,000 children.**

INDHP