Customer Resolutions Coordinator

Our client has a permanent vacancy for a Customer Resolution Coordinator. The Performance Management, Quality and Audit Team are vital for ensuring the business works efficiently, effectively and to high standards by monitoring and evaluating performance.

You will be the first point of contact for all customer complaints. You will monitor the progress of complaints, manage all communication with the customer, including the liaison with internal departments to ensure the complaint is resolved efficiently. You will look at new ways to improve internal and external customer service and ensure that it is delivered to a high standard. You will consistently improve upon and deliver high levels of internal and external customer service.

Duties:

• Ensuring that complaints are responded to in a timely manner by thorough monitoring of the internal complaints system.
• Ensure that phone calls are answered timely.
• Responsible for investigating the customer's complaint, liaising with various areas within the business when required to achieve a resolution for the customer in the agreed timescales.
• To ensure that all data entry and administrative work is carried out accurately and in a timely manner by keeping the Complaint inbox up to date and that all complaints are logged on the internal complaints system.
• Meet the required quality standards of operation through the monitoring of the internal complaints system responses and closures.
• Work with colleagues responding to complaints to ensure handling processes are clear and adhered to.
• Identify opportunities to improve the complaint handling process to ensure customer satisfaction.
• Assist with monthly reporting procedures as and when required.
• Assist the Performance Quality Manager with Annual customer Audits.

Requirements:

• Previous experience in the Motor trade or insurance industry is an advantage.
• Self-driven with a desire for continuous learning.
• Can empathise with customers and listen carefully.
• Is decisive and can distinguish when to be flexible and when to be firm.
• Can quickly identify and evaluate problems to reach a solution.
• Excellent verbal and written communication skills.
• Proficient in the use of Microsoft including Excel, Word and Power Point.
• Strong attention to detail.
• Able to work on your initiative and in a team.
• Able to adapt quickly in a fast-paced environment and able to remain calm under pressure.
• Maintain a professional manner while dealing with customer complaints.
• Experience in a Customer Service environment

Due to the large number of responses we receive it is not always possible to respond to every application straight away. Should your skills and experience be a match for this role, or any other vacancy we may have, we will normally contact you within 72 hours of receiving your application. If you wish to apply for further roles please do so.