Internal Opportunity

5 days ago

Norwich, United Kingdom Epos Now Full time

Are you passionate about delivering exceptional customer experiences and resolving issues with empathy and professionalism? We are looking for a **Global Complaints Advisor**to join our team and play a crucial role in addressing customer complaints effectively, ensuring customer satisfaction and retention.

Role Purpose

As a Global Complaints Advisor, you will take ownership of customer complaints related to our products and services. You will be responsible for investigating concerns, collaborating with internal teams to find solutions, and ensuring each customer receives a fair and timely resolution. Your role will focus on restoring customer confidence and reinforcing our commitment to excellent service.

Key Responsibilities:

- Act as the dedicated point of contact for customers who have raised complaints.
- Handle complaints with care, professionalism, and adherence to company processes.
- Conduct a Discovery Call within 24 hours of complaint assignment to gather all necessary details and reassure the customer.
- Thoroughly investigate complaints and move cases to the investigation complete stage within 24 hours of assignment.
- Deliver complaint outcomes promptly and effectively, ensuring resolutions meet the required standards.
- Use strong problem-solving and negotiation skills to achieve 90%+ Resolution Success Rate (RSR) —ensuring complaints are resolved without need for escalation or reopening.
- Strive to deliver at least 85% of complaint outcomes via phone calls (5+ minutes) to ensure effective communication.
- Collaborate with internal teams such as Technical Support, Sales, and Operations to resolve complex issues efficiently.
- Maintain detailed and accurate records in the CMP system, ensuring all contact and case updates are logged appropriately.
- Request customer feedback upon resolution to assess satisfaction and drive continuous improvement.

What We’re Looking For:

- Strong communication skills with the ability to actively listen, empathise, and reassure customers.
- Excellent problem-solving skills and the ability to exercise sound judgment when resolving complaints.
- Experience handling customer complaints in a fast-paced environment.
- Ability to work collaboratively with different teams to find effective resolutions.
- Attention to detail and strong record-keeping skills to ensure compliance with complaint handling processes.
- Passion for delivering outstanding customer experiences and enhancing customer retention.

If you are ready to take on this challenging and rewarding role, we want to hear from you
- **Please discuss this opportunity with your line manager before applying**:

- **Internal Criteria applies and manager feedback obtained.**

**Cut off for Applications Friday 21st March

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