Customer Experience Advisor

2 weeks ago

Salford Quays, United Kingdom TalkTalk Full time

This role is key to ensuring that customers are satisfied with the services offered by the business and minimizes the number of complaints and dissatisfaction. Will have to directly interact with customers as well as provide troubleshooting solutions. A Customer Experience Advisor is also an important bridge between customers and the company. Examines pertinent information to determine accuracy of customer complaint and to determine responsibility for errors. Recommend improvements in policies and procedures to prevent future complaints of similar a nature

Key Responsibilities
- To investigate and respond to customer complaints under the direction of the Customer Experience Manager.
- Negotiate suitable resolutions to complaints with customers
- Provide detailed summaries of complaints issues for operational meetings and forums.
- Identify complaint and other customer feedback trends which indicate where improvements can be mad.
- Provide ad hoc reports as requested concerning complaints and dissatisfied customer feedback
- Demonstrate a real ability of how to communicate effectively particularly orally, and also through the written word, with conviction and authority. Ability to maintain relationships with a wide range of people across stakeholders and the organisation
- Work effectively in a constantly changing and pressured environment. Demonstrates an approach to work that is characterised by motivation and energy
- Good analytical ability to understand and assimilate issues quickly. Has a keen eye for detail, and the integrity and confidence to be open about uncertainties in a timely fashion
- Demonstrate an appreciation and understanding of the needs and issues affecting customers and the specialist interventions necessary
- Influencing and persuading ability to present sound and well-reasoned arguments to convince others. A creative and collaborative approach to problem solving and decision making
- Planning and organising - Able to think ahead to establish an efficient and appropriate course of action for self and others
- Prioritises and plans activities taking into account all the relevant issues and factors
- Manages personal effectiveness by managing emotions in the face of pressure, set backs or when dealing with provocative situations. Demonstrates an approach to work that is characterised by commitment, motivation and energynaging relationships and team working - able to build and maintain effective working relationships with a range of people. Works co-operatively with others to be part of a team, as opposed to working separately or competitively.
- Collaborating across boundaries - challenges systems, processes and people that block collaboration, connects people, ideas, processes and issues, sets an example by sharing resources, knowledge ideas and skills across the organisation, builds helpful, productive relationships across the organisation.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

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