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Customer Resolution Lead
Location: Leatherhead
Job type: Full time (Office based)
Salary: up to £33000 pa+ great
Great benefits including 26 days holiday + bank holidays, modern offices, free onsite parking, pension, regular pay reviews and annual company performance bonus.
Office Hours: Monday - Friday (9-5)
Job overview
Working as part of the Customer Operations Team, you will be responsible for ensuring all customers and consumers are offered the best possible service and implement complaint resolution strategies across the company. You will coach the wider Operations Teams on how to deal with complaints effectively, embedding empathy whilst dealing with the matter in a timely and professional manner.
Key Responsibilities
- Investigating complaints appropriately, to deliver the right outcome
- Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media
- Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems
- Coaching & developing the wider team on effective complaint handling
- Understanding of external regulations for company services and how these affect how complaints are handled
- Pro-actively managing complaints received via social media platforms
- Creating effective Complaints Reporting (volumes, classifications, resolution times, linked compensation payments etc)
- Designing and delivering robust Complaint Handling training
The Role
- Dealing with customer complaints through investigating the root causes of customer dissatisfaction and resolving complaints in line with procedures and regulatory requirements.
- Delivering Complaints Reporting & Analysis to support with identifying themes and trends, suggesting process changes to enhance the customer and consumer experience
- Demonstrating and developing a sound knowledge of external regulations the company must adhere to when managing complaints
- Building Strong Relationships through effective communication with customers, consumers and internal stakeholders across all correspondence via email, telephone and meetings (virtual or otherwise). Striving towards strategic goals and the ability to go the extra mile to ensure a customer’s needs are met and exceeded.
- Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer feedback on what needs to be done to maintain or improve performance as needed.
- Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
- Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
- Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the office, striving to demonstrate company key values and support a positive reputation individually and as a team.
Person Specification
- Excellent communication skills across a variety of channels
- Full working knowledge of Microsoft Office
- Numeracy & grammatical skills
- Flexible & adaptable approach to working
- Accuracy & attention to detail
- Comfortable working in a team environment
- Strong organisational skills
- Experience of working in a KPI-driven environment
- Competent in managing customer complaints & escalations
- Experience producing management information and reports
