Jobs

    Customer Experience - Portsmouth, United Kingdom - Workshop Recruitment

    Workshop Recruitment
    Workshop Recruitment Portsmouth, United Kingdom

    2 weeks ago

    Default job background
    Permanent, Full time
    Description

    Our client, who is a leader in providing an excellent service both in the field in the services they provide and also with the customer contact received to their contact centre are looking for a competent Customer Relations and Experience Coordinator who can be responsible for the management of the Compliments, Complaints, Customer Portal, Customers Satisfaction and Customer Texting Service.


    Working in a contact centre environment you must be focused on delivering customer service excellence to ensure the right outcome are achieved.

    You must have a positive, professional, and versatile attitude at all times. You will need to have excellent interpersonal skills and maintain a level headed approach when dealing with contentious situations.


    To be successful you will need to have a minimum of 2 years Customer Service Experience with previous complaint or dispute handling and investigation experience.

    Duties include

    Managing the end-to-end process for all information received maintaining the Compliments and Complaints register and customer portals.
    Ensure Compliments and Complaints are being dealt with in a timely manner.
    To provide customer service excellence for all internal and external customers.

    Work closely with the relevant management teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer.

    Manage customer satisfaction feedback to identify issues to resolve immediately and trends to be addressed for continual improvement.
    Use data and measures to monitor performance of Complaints and Compliments that identify areas for improvement.
    To assist with any other administrative activities that are required to support the team, to effectively manage the service.

    Skills required


    Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude.

    Possess good interpersonal skills and ability to communicate at all levels in a professional manner.
    Able to communicate with the wider teams and be able to remain professional even when issues are contentious.
    Have an empathetic, patient and positive attitude.
    A confident and professional telephone manner.

    Have good intermediate computer skills in all MS Office applications and be very comfortable with using MS Excel to manage registers and manipulate data.

    Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.

    Working hours

    8.30 – 5pm Monday to Friday (40 Hours per week)
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