Address
Form of work
Salary- Job Type: Full-time
- Location: Quedgeley
- Salary: Competitive
The successful candidate will manage aftersales issues, ensuring fair outcomes for both our customers and the business. This role involves developing strong relationships and coordinating multi-departmental issues to prevent escalations. You will be instrumental in managing a portfolio of cases from receipt to resolution, upholding our company values and maintaining high-quality service standards.
Day to Day of the role:- Provide high-quality case management service, ensuring all aftersales cases are acknowledged, responded to, and resolved within KPI standards.
- Develop and maintain strong relationships across departments to manage and coordinate aftersales issues effectively.
- Assist in ensuring compliance with company policies and processes, and communicate these effectively across the business.
- Work closely with the Quality & Supplier Manager to understand key drivers in relation to aftersales and to support aftersales resolution.
- Use data and reports to identify issues and areas for continuous improvement, tracking patterns or trends for remedial action.
- Contribute to the development and improvement of the company Case Management System.
- Support the Customer Success teams with training to ensure early resolution of aftersales issues.
- Proven experience in customer service and aftersales service.
- Strong understanding of Customer Success principles and commitment to resolving issues efficiently.
- Ability to manage time effectively and meet deadlines.
- Excellent communication skills and the ability to work collaboratively across multiple departments.
- Data-driven approach with the ability to identify trends and recommend improvements.
- Professionalism and a passion for meeting targets.
- Commitment to the company's ethos, including health and safety, equality, and diversity policies.
To apply for the Case Handler position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
