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Customer Relations Executive

2 weeks ago

Crewe, United Kingdom Ryman Full time

**Job Title**:Customer Relations Executive**

**Reporting To**:Senior Customer Relations Manager**

**Department**:Customer Care**

**Location**:Crewe**

**Hours of Work**:37.5 Monday to Friday (9am - 5.30pm)**

**Scope and Purpose of Role**

Reporting directly to Head of Customer Care, the role is primarily focused on customer complaint management for the TPRG brands (Boux Avenue, Ryman and Robert Dyas). It involves direct customer interaction, internal and external stakeholder coordination, and case investigation to ensure fair and balanced outcomes. The role is expected to prevent escalation, improve customer satisfaction, and deliver on key performance indicators (KPIs).

**Key Responsibilities**
- **Complaint management**: Handling complex complaints, ensuring timely and appropriate resolutions.
- **KPI delivery**: Meeting specific performance targets related to complaint resolution.
- **Case investigation**: Conducting thorough investigations to ensure fair and balanced outcomes.
- **Case management**: Proactively tracking and managing customer complaints.
- **Stakeholder coordination**: Communicating and collaborating with internal and external stakeholders.
- **Documentation**: Accurately recording case correspondence and information.
- **Escalation management**: Serving as the primary escalation point for front-line teams.
- **Staying up-to-date**: Keeping informed about changes in consumer laws, industry regulations, and company policies.
- **Building relationships**: Developing strong working relationships with internal and external stakeholders.
- **Managing complex cases**: Effectively handling cases that involve multiple stakeholders and often legal considerations.

**Key Requirements**
- **Complaint handling experience**: A strong background in managing complex customer complaints.
- **Retail experience**: Preferred but not essential.
- **Communication skills**: Excellent written and verbal communication abilities.
- **Problem-solving**: Ability to analyse information and find effective solutions.
- **Empathy**: Understanding and connecting with customers on an emotional level.
- **Knowledge**: Strong knowledge of consumer rights and industry regulations.
- **Motivation**: A passion for customer experience and commercial results.
- **Results-orientation**: A focus on achieving measurable outcomes.
- **Reliability**: Dependability and consistency in performance.
- **Social** : Experience communicating via Social platforms is preferred.