Customer Service Specialist

6 days ago

Purfleet, United Kingdom Carpetright plc Full time

**Job Purpose**:
The primary purpose of this role is to own, manage and resolve all customer service issues in a timely manner, delivering fair customer outcomes in accordance with regulatory requirements and company standards.

**Key Responsibilities**:

- Working with autonomy, taking sole responsibility for actioning and resolving customer complaints from beginning to conclusion, determining the outcome using company service guidelines to ensure swift resolution.
- Liaising and following up with both internal and external product or service provider stakeholders to support the ability to deliver swift resolutions for customers.
- Raising allowances and refunds, where required, to support the resolution of service issues.
- Managing inbound and outbound customer correspondence / contacts with all specified SLA timescales, meeting all key performance indicators.
- Maintaining effective communication with customers whose cases are being managed ensuring they are kept fully informed at all times.
- Ensure the compiling and maintaining of the necessary records, providing a clear, accurate and concise audit trail
- Bringing to the urgent attention of the Customer Service Manager or Head of Customer Contact any significant issue which has implications for the Health & Safety of customers or colleagues or the potential to adversely impact the reputation of the business.
- Escalating all regulated complaints, court cases and issues referred to Alternate Dispute Resolution mediation
- Ensuring you protect our customers, business and employees by consistently demonstrating competence to meet the key performance indicators for this role (e.g. Data Protection, Money Laundering) and regulatory measures (e.g. Fraud, Data security, Compliance,TCF).
- Assisting the wider Service and Sales teams when required by taking on tasks to assist with key activities to manage workloads. - Complying with all company policies and procedures.
- Working under pressure and at pace through a resolution focused approach
- Working autonomously
- Operating to agreed deadlines and adjusting to meet increases in the volume of activity
- Establishing rapport with customers and colleagues
- Maintaining accurate records including all relevant information pertinent to the customer
- Working within internal standards and the external regulatory and legislative framework

**Person Specification**:
**Essential Traits**
- Previous experience in a Customer Service environment
- Excellent written and verbal communication skills
- Demonstrable passion for customers and delivering service excellence
- Ability to remain calm under pressure and to be able to show a flexible and adaptable approach
- Clear and confident communicator
- Well-developed time management skills
- Ability to review, organise and prioritise
- Effective problem solving capability

**Desirable Traits**
- Previous experience in matters relating to regulated complaints, GDPR and ADR
- Telephone experience (sales or service environment)

**Measures of Success**
- Effective management of all cases allocated to you in line with agreed SLA’s
- Resolution of complaints within the agreed timescales
- Number of open calls aged over 30 days
- Allowances managed within agreed levels

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