Contracted Hours:37.5 hours per week working Monday - Friday between the hours of 8am - 6pm and Weekends between 8am - 4pm
What is the role
Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of Front Line Customer Service, including complaint handling, problem solving and management of online customer reviews.
What you will do
1. Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies & procedures
2. Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures
3. Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues
4. Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement
5. Utilising available systems for tra...