Overview
Customer Service/ Complaints Officer roles for two positions with a busy client based in Stanstead Abbotts. Salary £24,000. Permanent role. Hours: 35 per week, 9am – 5pm, Monday to Friday. Hybrid working (3 days in the office, 2 days from home) after training. Benefits include 24 days holiday plus Bank Holidays, Company Pension, Private Health Care and other benefits.
Responsibilities
* Consumer dispute resolution via mediation between consumer and retailer.
* Development and case management of complaints, ensuring compliance with the Consumer Rights Act 2015.
* Respond formally to complaints in a professional manner, by email and telephone.
* Be an effective communicator and ensure all complaints are acknowledged in a timely manner.
* Support the Management team as required.
* Handle incoming calls and general customer service inquiries.
* Track trends of cases and report directly to the Mediation Supervisor.
* Highlight any media threats or possible vulnerabilities of customers directly to the Mediation Supervisor.
* Ad hoc tasks.
* May be required to undertake other duties from time to time as reasonably required.
Skills / Requirements
* Ensuring all complaints are handled in line with the Consumer Rights Act 2015.
* Maximising individual performance.
* Actively inviting feedback via Trustpilot to maintain a score above 4.
* Strong communication and negotiating skills.
* Good problem solving.
* Professional telephone manner.
* Empathetic.
* Articulate.
* Confident to use own initiative and work as part of a team.
#J-18808-Ljbffr