Uk&i Voice of The Customer Specialist - Leicester, United Kingdom - Global Payments (Beamery)

Global Payments (Beamery)

Verified Company

Leicester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Description:

The Voice of the Customer Specialist, UK&I will be responsible for helping the Customer Success and Service organisation execute against its strategic priorities alongside analysing and delivering customer satisfaction feedback data in a digestible, actionable way to people throughout Customer Success & Service (CS&S) and beyond.

This person will be a strong customer advocate, responding to, investigating and resolving customer complaints through managing customer feedback and escalations via various online and internal channels across the wider function.

This role will focus on resolving customer complaints, addressing business learnings where needed, ensuring that operational losses are minimised whilst adhering to regulatory and organisational agreed policies and timelines.

Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales.
Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties.
Conduct the root cause analysis of complaints to identify any process

improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place

Handle any Financial Ombudsman cases and queries received by providing

accurate and professional responses to defend GP's position

Strong customer service skills and the ability to maintain and build relationships
Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process
Ability to build and maintain strong, productive relationships.
Track and report on customer satisfaction feedback, for example incidentbased surveys (IBS) and relationshipbased surveys (RBS), and analyse that feedback to provide insights on how the CS&S organisation, Product, Marketing, Compliance and other Global Payments teams can improve our skills and knowledge, processes and systems.
Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required. This is a 'shop window' and our reputation is at stake.
Coordinate closely with internal stakeholders to see customer projects through to completion and on time, ensuring the highest levels of customer satisfaction.
Coordinate activities across all the required functions to ensure implementation, migration or regulatory project completion for the customer.
Provide support in customer product selection and solutions to overcoming

obstacles to product adoption.

Liaise crossfunctionally with Marketing, Sales, Product, Compliance on initiatives designed to drive customer engagement and experience through the adoption of our products and services.

About You

Excellent verbal and written communication skills
Excellent problemsolving skills and the ability to use experience to complement data
Excellent customer service skills with a passion for high quality solution and

product implementation

Understanding of both legislation and regulation which governs complaint handling
Experience in service recovery, driving innovation and business improvements
Excellent problemsolving skills and the ability to use experience to complement data
Utilise a methodical approach to arrive at a timely decision paying particular

attention to detail

Previous experience of complaint handling desirable
Ability to work unsupervised, prioritise own workload and accountable for collective success
Strong analytical skills and comfortable with providing results through data
Exceptional stakeholder management skills to work crossfunctionally

- across the wider business

Ability to navigate change in a complex fast paced environment, embracing new ideas both big and small and influencing changes across all levels
Ability to collaborate crossfunctionally to understand customer requirements and translate them to effective implementation
Ability to manage/lead multiple projects and customers simultaneously, set

priorities and adapt to changing conditions

Ability to prioritise and respond to internal and external customer issues, across all levels, with the required urgency
Ability to work comfortably with internal systems, Excel, Powerpoint and Google's suite of equivalent products
Lead by example and be a role model to the wider CS&S teams