Job Description
Customer Care Resolutions Specialist\n\nAre you passionate about delivering exceptional customer service? Do you thrive in a dynamic environment where your problem-solving skills can shine? If so, we have an exciting opportunity for you!\n\nPosition: Customer Care Resolutions Specialist\n Location: Coventry (Hybrid - 2 days in the office, 3 days remote)\n Salary: A highly competitive salary is available for suitable candidates\n\nWhat You'll Do:\n\nAs a Customer Care Resolutions Specialist, you'll be the heart and soul of our complaints management process.
Your role will involve:\n\nManaging complaints ensuring timely and appropriate outcomes.\nAssessing cases thoroughly to identify potential risks or regulatory concerns, escalating issues as needed.\nCollaborating with dealers, brokers, suppliers, and internal teams to fully investigate and resolve complaints.\nMaintaining a strong understanding of relevant legislation, including Consumer Duty, to ensure decisions reflect current regulatory expectations.\nBuilding positive relationships with manufacturer Customer Care and Fleet Support teams.\nCommunicating clearly, fairly, and professionally in all correspondence.What We're Looking For:\n\nTo succeed in this role, you should have:\n\nA strong customer focus and a genuine desire to resolve issues positively.\nExcellent verbal and written communication skills to engage effectively at all levels.\nThe ability to make confident decisions while managing competing priorities.\nHigh attention to detail and accuracy, with organisational skills that help you thrive under pressure.\nPrevious experience in customer service, preferably within financial services, along with a solid understanding of complaints regulation.Your Skills Matter:\n\nProficient in Excel and Word at an intermediate level.\nExperience with Salesforce is a big plus!\nStrong negotiation skills and the ability to handle objections calmly.Why Join Us?\n\nPositive Impact: Your work will directly contribute to improving customer satisfaction and loyalty.\nDynamic Environment: Experience a blend of teamwork and individual achievement in a fast-paced setting.\nCareer Development: We believe in nurturing talent and providing opportunities for growth. You'll even get to support new team members through training!Performance Matters:\n\nYou'll help us achieve:\n\nPositive customer feedback and satisfaction.\nTimely and accurate complaint resolution in line with quality expectations.\nConsistent quality audit scores above 80%.Ready to Make a Difference?\n\nIf you're ready to take on a rewarding challenge where your expertise in customer care can shine, we want to hear from you! Apply today and become a vital part of our commitment to delivering exceptional service!\n\nDon't miss out on this fantastic opportunity-your future starts here!\n\nPontoon is an employment consultancy.
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If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.\n\nAdecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.\n\nBy applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser