Customer Resolution Advisor

Are you passionate about helping individuals achieve their career goals? Do you thrive in a fast-paced and dynamic environment? If so, The Learning People is seeking a talented **Customer Resolution Advisor** to join our team in Hove. As a leading provider of professional online learning, we are dedicated to empowering individuals to enhance their skills and accelerate their careers.

**The Learning People**

The Learning People is a trusted and innovative online learning provider that offers a wide range of accredited courses and professional certifications. We pride ourselves on delivering high-quality learning experiences that cater to the evolving needs of individuals in various industries. Our mission is to provide accessible and flexible education to empower professionals to succeed in their careers.

**Why should you apply?**
- You will have the opportunity to make a positive impact on individuals' lives.
- Collaborative and supportive work environment.
- Ongoing training and professional development opportunities.
- Growing business with lots of opportunities to progress your career.
- Market leader in our field
- Health Cash Plan - claim money back towards essential healthcare, including a virtual GP service.
- Access to our benefits platform which includes discounts on retail, days out, gym, breaks, and much more.
- Student discount card for our employees with some huge savings locally and nationally
- Competitive annual leave entitlements with an additional day off for your Birthday
- Healthy work-life balance
- Massages at work to help you unwind.

Job Purpose:
The main purpose of the role will be to drive the investigation and positive resolution of all complaints, supporting customer service teams to meet company, legal, and regulatory standards. You will have to build strong partnerships with internal and external stakeholders to ensure the timely resolution of all complaints and comments.

You will champion exceptional service delivery by showcasing adaptability, diligence, and dynamic communication skills. You will foster genuine connections with customers through a professional, upbeat, and charismatic approach. You will also have to collaborate with operational and service teams to uphold excellent complaint handling and resolution while identifying any trends and working with customer service teams to ensure continuous improvement.

**Main Duties & Responsibilities**
- Investigate and resolve escalated complaints in accordance with legal, regulatory and business procedures; taking ownership, liaising with third parties and seeing complaints through to resolution
- Ensure accurate recording of all complaints, actions, findings and corrective activity
- Listen to and document calls relating to the complaint raised
- Identify any themes or trends and work with the Head of Student Services to identify the root cause of complaints and identify service improvements to address these complaints
- Review all data provided about student health
- Lead internal training for staff on how to manage and avoid complaints
- Proactive call listening to check for potential compliance breaches
- Provide support to other operational departments when required

**Knowledge and Experience**
- Strong customer service orientation
- Proficient in resolving complex complaints
- Sales environment understanding
- High levels of tact, diplomacy, and resilience
- Ability to build positive customer relationships while remaining professional
- Calm and customer-focused under pressure
- Proactive and independent problem-solving skills
- Comfortable engaging with management at all levels
- Excellent written and spoken English skills
- Data gathering and analysis abilities
- Brand-conscious and customer-centric mindset
- Prior complaints handling experience desired, but not essential
- Financial services experience beneficial
- Good IT skills
- Willingness to learn new skills

Hours of Work: Monday to Friday, 9.00am to 5.30pm

Work Location: Hove, in-office