Uk&I Voice Of The Customer Specialist

Description

The Voice of the Customer Specialist, UK&I will be responsible for helping the Customer Success and Service organisation execute against its strategic priorities alongside analysing and delivering customer satisfaction feedback data in a digestible, actionable way to people throughout Customer Success & Service (CS&S) and beyond. This person will be a strong customer advocate, responding to, investigating and resolving customer complaints through managing customer feedback and escalations via various online and internal channels across the wider function. This role will focus on resolving customer complaints, addressing business learnings where needed, ensuring that operational losses are minimised whilst adhering to regulatory and organisational agreed policies and timelines.

• Ensure all complaints are fully resolved by thoroughly investigating and addressing all the Customers issues raised within agreed timescales.

• Negotiate fairly with the Customer in order to resolve the complaint to satisfy all parties.

• Conduct the root cause analysis of complaints to identify any process

improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place

• Handle any Financial Ombudsman cases and queries received by providing

accurate and professional responses to defend GP’s position

• Strong customer service skills and the ability to maintain and build relationships

• Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process

• Ability to build and maintain strong, productive relationships.

• Track and report on customer satisfaction feedback, for example incident-based surveys (IBS) and relationship-based surveys (RBS), and analyse that feedback to provide insights on how the CS&S organisation, Product, Marketing, Compliance and other Global Payments teams can improve our skills and knowledge, processes and systems.

• Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required. This is a ‘shop window’ and our reputation is at stake.

• Coordinate closely with internal stakeholders to see customer projects through to completion and on time, ensuring the highest levels of customer satisfaction.

• Coordinate activities across all the required functions to ensure implementation, migration or regulatory project completion for the Customer.

• Provide support in customer product selection and solutions to overcoming

obstacles to product adoption.

• Liaise cross-functionally with Marketing, Sales, Product, Compliance on initiatives designed to drive customer engagement and experience through the adoption of our products and services.

About You

• Excellent verbal and written communication skills

• Excellent problem-solving skills and the ability to use experience to complement data

• Excellent customer service skills with a passion for high quality solution and

product implementation

• Understanding of both legislation and regulation which governs complaint handling

• Experience in service recovery, driving innovation and business improvements

• Excellent problem-solving skills and the ability to use experience to complement data

• Utilise a methodical approach to arrive at a timely decision paying particular

attention to detail

• Previous experience of complaint handling desirable

• Ability to work unsupervised, prioritise own workload and accountable for collective success

• Strong analytical skills and comfortable with providing results through data

• Exceptional stakeholder management skills to work cross-functionally

• across the wider business

• Ability to navigate change in a complex fast paced environment, embracing new ideas both big and small and influencing changes across all levels

• Ability to collaborate cross-functionally to understand customer requirements and translate them to effective implementation

• Ability to manage/lead multiple projects and customers simultaneously, set

priorities and adapt to changing conditions

• Ability to prioritise and respond to internal and external customer issues, across all levels, with the required urgency

• Ability to work comfortably with internal systems, Excel, Powerpoint and Google’s suite of equivalent products

• Lead by example and be a role model to the wider CS&S teams