Role Title – Personal Case Manager
Role Purpose:
To deliver a first-class experience to match the product by managing customer calls and correspondence
To develop effective working relationships
To be a role model to both internal and external colleagues, demonstrating core business values.
Demonstrating an understanding of the business, facilitating the resolution ofplex tasks and cases, whilst managing costs in the most customer-centric way
Duties
• Handle all calls and correspondence professionally, investigating thoroughly and promptly, using all resources available to ensure effective, timely and individual resolutions
• To receive calls and correspondence, which may be requests for information,plaints and assistance at the roadside or anything associated with thepanies products
• To build up and continuously update individual specialist knowledge in relation to thepany's products, strategy and relevant regulatorypliance FCA, GDPR
• Continually develop technical knowledge of smart products and services, ensuring the ability to provide technical support to customers on these topics.
• To build relationships with the Centres and involve them in all matters relating to their customers.
• To ensure that all goodwill gestures are individual, tailored and reflect the inconvenience the customer has experienced
• Facilitate own development to ensure up-to-date processes and procedures across all channels.
• Demonstrate levels of quality in all interactions across all channels, demonstrating expectations through all training and documentation.
• Be a role model for thepany operations, demonstrating business values at all times.
• Achieve set KPI’s consistently –
Answer 95% of calls within 10 secs
Answer 95% of iing calls
Deal with quick wins within 24 hours
• Demonstrate the ability to provide flexibility to support both the business and line manager if required.
• Assume other tasks upon reasonable request to support business needs with high quality outputs.
Skills/Knowledge/Experience
• Strongmunication skills
• Proven track record on ability to influence
• Attention to detail – Producing high quality results in all assumed activity.
• PC Literate – in particular good excel skills
• Ability to deal with challenging customers and dealers to reach positive oues
• Vested interest in all platforms and their development and progress
• Time Management – Ability to manage your own time and workload effectively and efficiently.
Salary up to £27,000 per year, shift requirements will fall within opening hours of Monday – Friday 08:00 – 18:00, Saturday 09:00 – 13:00 (1 weekend in 4*) - hours per week on average (some weeks will be 35 some 40)