Customer Complaints Champion - Sale, United Kingdom - Verastar Limited

Verastar Limited

Verified Company

Sale, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

(THIS IS AN INTERNAL ROLE ONLY)

What you'll be doing

As a Customer Complaints Champion, you'll be part of a fast-paced team that champions our customers experience by taking ownership of customer complaints.

Provide a great customer experience by handling customer cases and resolving to the customers satisfaction.

This role will also include but not limited to:

Resolve customer complaints escalated by different areas of the business
Put the customer at the heart of everything you do, take ownership of complaints, and resolve them in a timely and efficient way
Work with stakeholders (internal and external) to gather relevant information
Ensure that activity complies with regulatory requirements, GDPR and quality standards
Make sure that systems are updated with accurate account information
Work with the executive team to reduce ADR complaints
Work towards KPI's and SLA's as agreed with the Customer Complaints Team Manager
Identify and feedback any trends and feedback for continuous improvement
Develop an indepth knowledge of our systems, processes, products and services

What you need to have already done to be right for this role

Previous experience working in a customer complaint handling environment
Industry Experience in Comms and/or Utilities background is preferred but not essential
Experience dealing with a variety of customer issues and an ability to prioritise workloads

Qualifications and other requirements

IT literate, with knowledge of the effective use of Microsoft (Word, Excel, PowerPoint); essential
Strong numeracy skills
A confident and clear communication style
Ability to work successfully as part of a team
The ability to successfully negotiate with customers and remain calm under pressure
Strong attention to detail and the ability to multitask

**What happens next