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My client based in Hook are seeking an After Sales Customer Service Executive to join their fast growing team. The purpose of this role is to deliver a customer obsessed approach through every interaction ensuring the customer gets a true understanding of the purpose of the company!
Role Accountabilities:
Discuss potential outcomes and solutions with the initial complaint handlers to support knowledge growth. You will support the manager in collating the qualitative data for feedback sessions.
Responsible of building trust with the customer by solving their problems quickly and efficiently. Influence and own the issue to ensure successful resolution whilst adhering to regulatory guidelines.
Be the last point of escalation for the customer and the final point of preventing a negative trust pilot review. That will be embraced and will drive the role holder to succeed and scoring on average >90% satisfaction rating to handled responses.
Be empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.
Review and suggest ideas on how to prevent the issues occurring again by recognising the root cause and recommending change.
Be a Customer Relations specialist that is on hand to support any training across BCAL and CX.
Knowledge and Experience:
Knowledge and experience
A proven track record of delivering excellent customer service.
Experience within the motor industry and motor finance.
Demonstrate first class knowledge and understanding in complaint handling and be able to apply it in a FCA regulated capacity.
An understanding of FCA principles for motor finance is an additional benefit.
Ability to put yourself in the customers shoes and communicate decisions with confidence and empathy by telephone and in writing.
Strong attention to detail.
Able to identify key complaint root causes and work with the wider business to influence reduction in complaint volumes.
Deliver excellent customer service and be driven to do the right thing for our customers. Be passionate in putting things right when they have gone wrong.
Have the ability to consider alternative means of resolution.
