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    Complaints Handler - United Kingdom - Fixter Limited

    Fixter Limited
    Fixter Limited United Kingdom

    2 weeks ago

    Default job background
    Description
    Do you have experience managing complaints directly from customers in a B2C start-up ?
    We founded Fixter to bring car maintenance into the 21st century.

    Because we believe booking an MOT in this day and age should be as simple as booking a taxi, or ordering a takeaway.

    Bringing together car industry specialists and state-of-the-art digital experts, Fixter provides a complete end-to-end service with world-class customer experience, designed to liberate car owners from the stress of booking a high street garage service.

    Since our launch in Manchester in 2017, we have expanded to over 100 towns and cities across the UK and Europe, and are now trusted by thousands of car owners every month to take care of their cars We have recently joined forces with Renault Group to continue our UK expansion and launch our service in France and the rest of the EU.

    This is an incredible opportunity for someone who is looking to make a huge impact, within a start-up that aims to simplify the life of all car owners across the UK and EU.

    As part of our Customer Support team, you will manage any escalated queries from our customers regarding our service and will liaise with our garage partners to provide a solution – monitoring the customers' complaint from start to finish to ensure it is resolved in a timely manner.

    To be successful in this role you will have strong communication skills and be confident in relationship building as well as resolving complex queries passed to you by the Customer Service team.

    You will play an integral role in driving customer success for the company. Resolving escalated customer queries / complaints
    Liaising with our garage partners to agree a solution and monitoring the complaint progress to ensure agreed actions are completed in a timely manner
    Aiming to resolve complaints as quickly as possible, you'll work towards agreed SLAs (service level agreements) in relation to the amount of time it takes us to respond to customers, garages and the time to close the complaint once resolved
    Monitoring trends in complaints and working with the Customer Service Team Lead to ensure repeated complaints are reduced as much as possible, by considering root causes and providing suggestions for improvement on process where applicable
    Assisting the Customer Service team in handling general customer queries (aside from complaints) where necessary – by managing incoming calls, emails and live chat requests
    Have a passion for best-in-class customer service
    Be experienced in handling customer complaints by phone, email and live chata fast-paced environment
    Be proactive in dealing with complaints in a timely manner, with excellent organisational skills to achieve the same
    Be flexible to meet the demands of the role
    Annual bonus dependent on company performance
    Pension, Private Medical Insurance and training budget
    Flexible hybrid working options (to be agreed with your manager after training and probation completion, until then this position is office based)
    Full training and ongoing support
    Equipment to ensure you can effectively work from home, including a MacBook
    Regular social events to bring us together such as paintballing, bowling, and ping pong
    #
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