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Customer Success Advisor

2 weeks ago

Portsmouth, United Kingdom VIVID Full time

**We’re VIVID -We offer a vibrant, friendly, inclusive culture that supports and develops the best people**

We have an exciting opening for a Customer Success Advisor (Complaints) based in Portsmouth.

This is a fixed term contract for 12 months, working 37 hours per week with a minimum of 20% of this to be office-based to promote collaboration and team working.

**Want to know what we can offer you?**
- 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
- A generous contributory pension
- Medi-cash policy to claim back some medical costs to ensure we look after you and your loved ones
- Discounts portal to save money on various products and services, including holidays, shopping and cinema
- Countless professional development opportunities
- Electric car scheme
- Private Medical Insurance
- A real sense of work/life balance where we promote smart working and an agile culture.

**Here’s the facts about the role**:
As a customer success advisor you’ll be responsible for taking ownership and managing complaints through to resolution, working within the policy framework and Ombudsman requirements for complaint handling. You’ll work in partnership with our managers, ensuring effective resolution at the earliest opportunity. You’ll have a huge impact on our service delivery to our customers.

We want to this team to develop a positive culture towards compliant handling and ensure our customers get the very best experience. The impact of this role is huge. You’ll need to be organised, and good at record keeping, ensuring quality assurances on all responses and working together to identify root causes by escalating common trends to enhance improvements to the overall service we offer.

You’ll need good experience in complaints handling and have a proven track record of excellent customer service. Your communication skills will be your forte, both talking and writing. You’ll have a genuine passion for helping people, with the ability to calm down difficult situations whilst always remaining professional. Due to the fast-paced environment, you’ll need to have excellent time management and prioritising skills and enjoy being busy. You should have experience in a customer focused or customer facing role, preferably within a complaints team, which will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.