What to know about this employer
:• This business is the UKs market leader in their field
• A multi award winning company that continue to develop year on year
• Driven by advanced technologies, environmentally conscious, focus heavily on sustainability
• Customer centric business who foster a sense of community
Purpose of the role:
• To manage complaints from various streams
• Provide and utilise complaints data elevating a companies ability to deliver the best customer experience
• Make process improvements and work out ways to reduce avoidable complaints.
Purpose of the role:
• To manage complaints from various streams
• Provide and utilise complaints data elevating a companies ability to deliver the best customer experience
• Make process improvements and work out ways to reduce avoidable complaints.
Key Responsibilities:
- Full ownership of 3 Advisors who manager end to end complaints
- Provide exceptional customer service via phone, email, live chat and social media
- Take ownership of more complex complaints including cases that may require legal attention
- Understand various business streams and drive continuous improvement throughout manufacturing, sales, customer service, logistics, distribution
- Responsible for the analysis of reocurring complaints, investigating the source of the issue to recommend relevant changes and improvements
- Ensure delivery of KPIs targets including day to day service levels, customer experience, quality measures and compliance measures
Person Specification
- Ability to analyse and resolve complex complaints
- Driven and motivated by improvement
- Self motivated, likes to take ownership
- Proactive approach, results driven
- Exceptional listening and Problem-Solving Skills.
- Ability to positively lead, motivate and develop employees to their full potential
Bonus
lisa.payne@crisprecruitment.co.uk
