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Customer Resolution Advocate

2 weeks ago

Brierley Hill, United Kingdom Cromwell Group Full time

Customer Resolution Advocate Full time permanent

**Hybrid Working Available - Glasgow, Newcastle, Leicester, Portsmouth and Dudley**

As **Customer Resolution Specialist**, you'll be responsible for customer satisfaction and the day to day, resolution of customer and company queries, identifying areas of coaching and training through root cause analysis. You will have the opportunity to work with business leads on suggesting new ways of working to increase efficiency making us the easiest company to deal with.

You will also be monitoring quality and accuracy, and conduct issues, liaising with management to highlight coaching and training opportunities to drive high a performance culture and customer satisfaction. You will be empowered to determine causes and initiate corrective actions. You will be authorised access to call monitoring systems and databases linked to infrastructure and Service Cloud giving you the autonomy to really make a difference to the service we offer our customer.

At Cromwell we support key businesses within in the UK and internationally to keep their operations running and their people safe.

You will be a key member of the team supporting our goal being the easiest company to deal with.

**The role will be responsible for**:

- Ensuring a strong focus on customer service competencies and identify areas for development and quality improvement in order to make Cromwell the easiest company to deal with
- Liaise with the company Quality Assurance team to highlight any suggestions for further checks
- You will maintain awareness of customer needs through customer satisfaction feedback ensuring that all feedback is followed up and actioned accordingly demonstrating a structured close the loop process
- Provide support to managerial operations highlighting any training opportunities based on performance levels, raising these to specific associated departments
- Have the customer at the heart of everything you do
- Share great success stories and positive customer feedback stories with colleagues and other customers so that they really know Cromwell is a great place to work
- Experience working within a Customer Service Centre environment with excellent customer service skills
- Knowledge of Customer Service Centre related technology
- Dealings with previous resolution-based scenarios
- Ability to think outside the box
- Work well independently but also within a high performing team

**What are we looking for?**
- Previous Customer Service experience required
- Basic sales skills preferred
- Planning, time management and organisational ability including the ability to multi-task
- Flexibility and adaptability
- Business and interpersonal communication skills
- Attention to detail

**What's in it for you?**
- Competitive annual leave allowance with annual purchase scheme
- Hybrid-working opportunities
- Monthly-paid Customer Service bonus
- Group Personal Pension
- Company Funded Healthcare Cash Plan
- Yearly company bonus
- Cycle to work scheme
- Commitment to employee development plans
- 24/7 Wellbeing and Employee Support”

Other benefits include: Company Sick Pay, Company Maternity & Paternity Pay, Discount Benefits Platform and Discounted Cromwell Products.

**About Cromwell**

Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades. We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.

Our Customer Service team, working across the country, supports both our customers and Sales team and is vital in delivering the great service that Cromwell is known for. Handling over 15,000 customer interactions each week, these range from placing an order, generating a quote or sourcing a more bespoke product, through to more complex customer resolution queries or technical product support.

We’re all individuals, yet we’re very much one united team. We treat everyone fairly - regardless of gender, sexual orientation, background, age or disability - and give everyone opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it’s about creating a culture where everyone is respected, empowered and able to realise their full potential.

Cromwell is an Equal Opportunity Employer.