Senior Complaints Resolution Associate - Belfast, United Kingdom - Raylo

Raylo

Verified Company

Belfast, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who we are
We are a highly ambitious team; focused and truly collaborative. We empower people to take ownership through meaningful and impactful work. We exist to help people and the planet, it's a big statement but one you'll wear with pride.

Raylo is here to change how people get their tech for good. That means giving them access to the products they really want, but doing so in a responsible, sustainable way.

We provide Seamless Circularity, where every device gets an extended life through our automatic, effortless cycle of refurb, reuse and recycle.

Our secret sauce is leasing.

By providing a subscription alternative, we're cracking open a staid old market and bringing real change to consumers and the environment.

Less waste, better value. We're serious - we want to lead the change in consumption of consumer technology.

Life at Raylo

We are an organically collaborative and dynamic team
We embrace innovation, seek out challenges and always aim for excellence
We take big risks, celebrate our wins, and learn from our mistakes
We help each other by listening, challenging thought and continually improving
We live our mission, walk in our customers' shoes, focus and execute, and are a curious and gritty bunch

What to Expect

As the first point of contact to our new and existing customers, the Operations team are key to ensuring we offer quick updates, resolutions to issues, and assist customers in the best possible way.

The result - we hold a 4.6 rating on Trustpilot and are the number one choice for consumer tech.

We have four key areas that span the full ops life-cycle at Raylo; Customer Success, Collections, Credit Risk and Fulfilment & Logistics.

We're looking for a proactive Senior Complaints Resolution Associate to investigate and resolve complaints and complex queries, whilst ensuring the highest possible standard of service is provided to our customers.

You will join a team that has encouraged great customer care, through continuous improvement of the tools we use and the processes we put in place.

You will be motivated, a keen problem solver and always maintain attention to detail whilst delivering an awesome customer experience.

You'll be looking at and assessing our customer processes and use your experience to see how these could be improved, using data in everything you do.

You will be key in developing, improving and implementing key operational processes. You will also work with internal and external stakeholders to uncover challenges and work together on solutions. In the longer term your role may grow to increase role responsibilities and ownership.

You'll be great at
:

Having an independent, investigative approach with great attention to detail. You will be curious and always keen to problemsolve as well as drive improvements of our tools and processes.
Setting priorities; being organised and adaptable. You are an excellent communicator who champions the delivery of good outcomes for our customers.
Working in a team setting and understanding the importance of learning from others. You also love working in a handson, fastpaced environment where everybody is passionate about delivering a smarter customer experience.

We're not looking for you to meet every point on this job description, please still get in touch if you think you could add value and do your best work here at Raylo.

We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits

Your chance to make an impact. We want what you can bring - what makes you special. Through trust, collaboration and autonomy, you can have an impact right from the off.

Be part of the change. You will join one of the fastest growing fintech startups, backed by Octopus Investments, where you can change how people get their tech for good

Other benefits include;

33 days holiday per year (25 days, + an extra 8 days to choose the days that mean most to you)
Stock options get a real stake in your company's growth
Hybrid working environment
Free sustainable breakfast and snacks, every day you're in the office
Workplace Nursery Scheme
Perkbox membership hundreds of perks and discounts to support physical, financial and mental wellbeing
To do your best work, we'll give you a laptop and a Raylo phone
Udemy Business corporate subscription access to 15,000+ courses covering business, tech, and wellness skills
Learning budget we care deeply about investing in your longterm career growth and potential
Fun (yet optional) Raylo quarterly socials, plus summer and Christmas parties

Diversity Statement

Raylo is an equal opportunities employer and we are committed to building a diverse and inclusive work environment where we learn from each other.

We welcome people of diverse backgrounds, experiences, abilities and perspectives and believe it adds value to our organisation. Working at Raylo is super fun and we'd love to tell you mor