Manpower are currently recruiting for Consumer Relations Advisors for our prestigious client based in Birmingham City Centre.
As a Consumer Relations Advisor, you will be responsible for the handling of complaints in accordance with our Complaints Handling Policies & Procedures, assessing what help and advice can be provided to consumers, from the initial contact through to complaint resolution ensuring that all complaints and enquiries are managed fairly, promptly and clearly from beginning to end.
Job Responsibilities
1. Take ownership of complaints cases unresolved with water companies and retailers, undertaking investigations in full whilst recording, in detail, all stages of the review and subsequent outcome.
2. To be the key point of contact for the duration of the complaint, helping resolve them by making fair, impartial decisions based on the facts presented whilst ensuring the consumer has had every opportunity to share the reasons why they remain dis-satisfied with the water company or retailer's decision.
3. Answer monitored incoming calls from household and business water consumers in England and Wales who require free advice and support, retaining complaints unable to be resolved at point of contact
4. Undertake outbound calls to customers and water companies to gather information, discuss findings and come to a resolution.
5. Direct involvement in the continuous improvement of our service through collaboration with a range of teams and individuals within the organisation
6. Develop a good understanding of all matters affecting water consumers
7. Discuss unusual and/or difficult complaints with the CRM and prepare briefing on complaints if higher escalation is required.
8. Monitor and report to the CRM on complaint handling best practice from companies.
9. Share complaint handling best practice with other Advisors
10. Maintain and keep under review agreed standards and quality of complaint and enquiry handling.
11. Pursue complaint resolution in line with the organisations guidelines and draft all relevant complaint correspondence including challenges to water companies and decisions to consumers.
Suitable candidates will have
12. Experience of working in a customer facing role.
13. Experience of managing a caseload of enquiries and complaints
14. Experience of resolving customer complaints via multiple channels including email & telephony.
15. Good MS Office skills, particularly MS Word.
16. Ability to log and record information appropriately in the organisations CRM system.
17. Analytical skills to digest and interpret information from a range of sources.
18. Professional image.
19. Experience of liaising with external stakeholders in the process of resolving customer issues.
20. Ability to engage with customers in a friendly and professional manner while actively listening to their concerns
21. Excellent written and verbal communication skills to convey information correctly and concisely.
22. Excellent organisational and time management skills to proactively manage and prioritise your workload effectively.
23. Strong attention to detail
24. Ability to use your own initiative, intuition, and effectively communicate with customers and colleagues.
This is an ongoing temporary position with an immediate start working full time hours in Birmingham City Centre paying £12.59 - £14.90 per hour.
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