Customer Relations Advisor

Job Description:

Working for this well-established, innovative and progressive company, the Customer Relations Advisor will join a motivated team, investigating and resolving complaints within the agreed service levels and quality framework. Liaising with all involved parties, both internal and external to ensure the highest standards of service in all areas are met at all times.

You will need to have previous experience in the procedures and regulations relating to complaint handling, service standards and resolution processes within a professional environment.

The Customer Relations Advisor will be working Monday to Friday 9am-530pm. Hybrid working is available following the training period.

The successful Customer Relations Advisor will be rewarded with 23 days’ holidays (plus Bank Holidays); quarterly staff awards; hybrid working; duvet and charity days; enhanced family leave; health and wellbeing support including Medicash, gym discounts, Perkbox, free onsite parking.

Key Responsibilities

· Responsible for investigating and resolving complaints within the agreed service levels and quality frameworks

· Liaising with all involved parties, both internal and external to ensure you maintain the highest standards of service in all areas

· Building strong relationships with customers, both internal and external, whilst ensuring you provide consistent advice and information pertaining to any complaints relating to the service

· Working collaboratively with other members of the operations department and liaise with the internal customer service and supplier management teams to achieve your objectives

· Contribute to the development of customer services/customer relations through identification of process improvements, participation in meetings, liaison with other areas of the business and ongoing training and development

Knowledge and Skills

* Knows the procedures and regulations relating to complaint handling, service standards, and resolution processes within a professional environment

* Understands how to interpret technical service issues

* Knows how to document, report and escalate complaint trends, and how to identify root causes in collaboration with other operational teams

* Understands the use and purpose of systems and databases for tracking and reporting service issues and outcomes

* Communicates effectively and empathetically, both verbally and in writing, when dealing with customer complaints or service failures

* Liaises with suppliers and internal departments to gather facts and negotiate satisfactory resolutions

* Organises and prioritises tasks in response to complaints with varying levels of urgency and complexity

* Uses MS Office (Word, Excel, Outlook) to produce reports, record correspondence and manage workloads

KEYWORDS: customer, complaints, resolution, SLA, quality

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.

Benefits:

* Company events

* Company pension

* Free parking

* Health & wellbeing programme

* On-site parking

Work Location: Hybrid remote in Ellesmere Port