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Hinckley
Qualifications
Do you have excellent communication skills and a desire to provide excellent customer service?
Are you someone who enjoys working under pressure in a fast-paced environment?
Job Overview
Our client is looking for an enthusiastic Resolution Specialist to join their client experience team. You will be the first point of contact for any issues or concerns raised, delivering excellence in service by providing fast, membership-focused solutions. You will be accountable for managing our client’s online reputation, including handling online reviews in accordance with business processes.
Day-to-Day Responsibilities
1. Be the key person for receiving member complaints and retention opportunities.
2. Respond to all online reviews for the business.
3. Acknowledge all member service issues, verbal or written, in line with the complaints procedure.
4. Handle online reviews efficiently and professionally to a high standard.
5. Escalate negative online reviews through the correct channels.
6. Investigate member service issues through discussions with members and internal staff.
7. Resolve member service issues promptly, focusing on member resolution and retention.
8. Understand member databases and systems to investigate and respond to members effectively.
9. Ensure prompt responses to member queries, service issues, and requests to cancel.
10. Review member service issues to produce effective handovers to Credit Control when applicable.
11. Maintain member profiles, including updates to additional sites and employee information, and conduct investigations as needed.
12. Liaise with the Business Development Manager regarding members' contracted service provisions.
13. Contact members to activate accounts and schedule initial appointments according to service levels and guidelines.
14. Handle member and consultant calls to resolve queries, service issues, and retention requests.
What You Bring to the Team
* A “can-do” attitude, a thirst for knowledge, and the ability to communicate effectively within the team.
* Ability to work in a fast-paced environment.
* Strong time management skills.
* A dynamic and flexible approach, with the ability to work under pressure.
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