Customer Resolutions Executive

Customer Resolutions Executive
Northampton
£23,500 - £28,000 – Depending on Experience
Monday-Friday – 09:00 – 17:00
Our well-established client are currently seeking a Customer Resolutions Executive to join their team due to business growth. Working within a professional and forward thinking team, the successful candidate will be required to take responsibility for customer and client complaints across all areas of the business, ensuring each matter is fully investigated and an outcome based resolution is achieved.
The successful candidate will have prior complaints and client resolution experience with confident communication skills and an ability to manage processes from start to finish.
This is a fantastic opportunity for anyone with relevant experience to join an employee centric business with genuine development opportunities.
Key Duties:

• Conducting thorough investigations into the facts of all complaints and correspondence in order to ensure the right outcome is reached
• Ensuring all complaints are resolved in adherence with the correct Company procedures and policies and within the defined SLAs
• Responsible for ensuring that a proactive approach to resolving all external customer and client complaints is taken across the business. 
• Investigating complaints and responding with fair, 'outcome-based' resolutions.
• To prepare evidence, submit regular reports and dealing with information as required.
• Working within set client guidelines
• Promoting continuous improvement to procedures and processes in immediate areas of work in order to improve client and customer experience
• Assisting in the analysis of the causes of complaints looking to identify trends and working with the Management team to implement solutions
• Taking minutes, drafting complex response letters and managing all casework
• Supporting the litigation process by preparing case files, drafting correspondence (as required)
• Liaising with all internal departments to improve KPIs
• Delivering against agreed targets within the team and individually
• Attending training to develop relevant knowledge, technique and skills.
• Dealing with all written correspondence such as enquires, welfare and broken arrangements
• To assist with other duties when required

Required Skills & Experience

• Prior experience handling the complaints process or a similarly complex process is essential
• A level of Project Management experience is desirable, but not essential
• Confident and professional communication skills
• Ability to deal with vast paced and varying situations
• Ability to work well to deadlines and to your own initiative
• Excellent knowledge of MS office packages
• Results orientated with a positive outlook
• Reliable and organised

The Offering:

• Monday - Friday – 09:00 – 17:00
• Bespoke training plan
• Friendly working environment
• Extensive progression and development opportunities
• Regular team building events.
• Company benefits package.

If you believe you are a perfect candidate for this role and wish to discuss the details in more depth, please get in touch today!
Ashleigh Winfield – –