Address
Form of work
SalaryCustomer Complaints Advisor
Location Remote 3 days a week / Office based 2 days (must be local to Leeds)
Hours Mon to Thurs 08:30 -17:00 and Fri 08:30-16:30
Salary - GBP23,000 per annum
Contract Permanent
Interaction Recruitment is the UK's fastest growing independent recruiter with offices Nationwide. We are currently working in partnership with our client, who are looking to recruit professional, enthusiastic and driven individuals to join their vibrant and growing teams.
We have an exciting opportunity for a Customer Care Support Advisor to join their team based in Leeds. Our client pride themselves on giving employees the training, support and opportunities they need to grow and develop, encouraging everyone to achieve their full potential.
The role holder will be responsible for the resolution and root cause analysis of escalated customer queries, complaints, Ombudsman Service cases and Citizens Advice referrals. Working as part of the Customer Care team, the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners always receive the highest standard of service and that performance levels are achieved.
Key Accountabilities:
• To resolve escalated queries and complaints within agreed Service Level Agreements (SLA s).
• To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
• To resolve and where necessary feedback on Citizens Advise referrals.
• To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and adhering to our policies at all times
• To keep accurate, detailed and up to date notes, in the Junifer System
• To manage the timely closure of queries and complaints ensuring targets are met
• To ensure new queries and complaints are opened whenever the nature of the contact differs and to re-open complaints where not resolved for the customer
• To adhere to internal policies, risk frameworks, industry compliance and other requirements.
• To complete complaint closure reports and perform root cause analysis.
• To identify themes of process and system issues that are creating high volumes of queries
• To provide support to the Credit Control team to resolve disputes in a timely manner
• To take actions, working with other teams / departments if necessary, to improve customer experience
• To ensure that all processes are operated in a timely and efficient manner with a focus to provide excellent customer service at all times
• To provide a seamless handover of query information to other teams.
• To identify knowledge gaps within Retail Operations and at the SSC, arranging appropriate training.
• To assist in the development and training of new starters within the department.
Knowledge and skills:
• Excellent communication skills (including written and telephone skills).
• Numerical skills.
• Microsoft Office proficient.
• Proven record of excellent customer service.
• Able to produce accurate work within tight deadlines.
• Proven organisational skills.
• Self-management.
Experience:
• Previous customer service experience
• Experience from a similar role within the Energy sector, desirable
In return you will receive a great working location (located near to the Leeds Centre and on major transport links), Monday Friday sociable working patterns, 24 days annual leave, a competitive salary based on your experience and lots of other exciting benefits bespoke to our clients workers.
If this sounds like something that you would be interested in then please APPLY NOW!
