Complaints Specialist Customer Care - Maidenhead, United Kingdom - Volvo Cars

Volvo Cars

Verified Company

Maidenhead, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Specialist to Volvo Cars Customer Care

Want to join our exciting journey?

To keep up with Volvo Cars' bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offering.

This will allow us to use new technology to meet consumers' expectations, delivering personal, effortless and respectful experiences.

To succeed, we need the right talent, and that's where you come in We want you to innovate, challenge and build a career at Volvo Cars.

We are recruiting now for a number of Complaints Specialists at our Maidenhead & Daventry office, offered with hybrid working to allow for greater flexibility and work-life balance, further enabling us to reduce our environmental impact and support your personal circumstances.

_We will hold Assessment Centres for these vacancies on Tuesday 6th June 2023 at our Daventry HQ and on Thursday 8th June at our Maidenhead HQ. We have start dates available in May and June 2023._

What you will do

As a Complaints Specialist, your responsibility is to enable an outstanding customer service experience by contributing to increased customer satisfaction by ensuring a first-time, speedy resolution of customer escalated and legal issues.

The objective of the role is to develop long-term customer satisfaction and retention by meeting and surpassing the customers' expectations.

This position acts as a role model in customer service and self-leadership as well as an inclusive ambassador for the values of Volvo and the culture of Customer Care.

Responsibilities will include:

Provide the best customer support by monitoring interactions and developing a deep understanding of what our Volvo customers really want, so that the team can guide them appropriately.
Act as a true Customer advocate in our business who is empowered to offer individual resolutions.
Review, evaluate, and investigate product complaints relative to the concerns
Followup as needed to ensure complete and accurate complaint files including correspondence with customers
Communicate in a professional and courteous manner
Escalate issues to superior as appropriate
Interfacing with all parties involved in the CRC processes
Take ownership, prioritizing and escalating our customers' feedback and feature requests to the relevant internal teams.
Ensure prompt complaint investigations in a thorough, accurate and timely manner
Collect information to ensure proper documentation and closure of each complaint
Process potentially escalated complaint samples according to procedure
Analyse and compile data directly from CRM system
Ensure accurate and timely data entry
Ensure department, client, brand and individual SLAs are met

Do you fit the profile?
We value previous experience within customer care operations and/or customer service from sales-oriented brands. Previous experience of complaint handling is desirable. You will have excellent oral and written communication skills in English and preferably knowledge of a CRM-system.

You will need to be highly adaptable and positive to changes in assignments and priorities and able to communicate positively with colleagues and customers at all levels, with authority and confidence.

Experienced at being calm under pressure with an organised nature and strong attention to detail is essential and you should be a positive team player, proactive in supporting and assisting the team.

An understanding of Financial Conduct Authority regulations regarding customer facing communications and complaints handling is highly desirable for this position.

Benefits & Life at Volvo Car UK:

Circa £26,000 DOE. Volvo offers competitive salaries that are reviewed and benchmarked annually
Discretionary, performancerelated bonus scheme that rewards you whilst you help us to achieve our goals
Hybrid working in our agile, stateoftheart offices or from home when convenient for you and your family
28 days holiday + bank holidays (4 fixed & 4 unfixed) + the opportunity to buy up to 5 additional days
15 days' work from anywhere in the world policy
24 weeks enhanced and flexible parental leave for all employees regardless of gender up to a child's 3rd birthday
Matched pension contribution up to 5%
Wellbeing benefits such as Health Cash Plan, Life Assurance, Private Medical Insurance with Vitality
2 paid volunteering/charity days per year
Access to our preferential employee lease car scheme for you and your family
Subsidised onsite restaurant plus free refreshments and snacks
Onsite electrical charging for your Plug-In Hybrid Electric or Battery Electric vehicle.
A set salary sacrifice spend limit, refreshed every tax year for you to choose from multiple services and products to suit your lifestyle whilst saving on tax and NI within our extensive flexible benefits platform
Discounted shopping site with 100s of brands and online retailers

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