To provide a high-quality Customer Relations service, aiming at all times to promptly and professionally address complaints, queries and feedback from customers via a range of contact methods. To ensure the root cause of customer complaints and feedback is shared with the relevant departments to enable any appropriate action to be taken. The Customer Relations Advisor is a champion of our values, maintaining the reputation of the business, fostering positive relations with our customers and recovering the advocacy of customers who have had a negative experience.
Role Responsibilities
* Answer escalated calls from our contact centre regarding the whole range of TFWR products, services and facilities in a professional and customer focussed manner. Ensure calls are resolved at the first point of contact by taking ownership of the contact reason and escalating contentious issues as required.
* Record information about customers, cases, and contact reasons into the CRM system, ensuring data captured is both complete and accurate.
* Produce quality written responses to all customer contacts in compliance with regulatory timescales, Complaint Handling Procedure and internal quality guidelines in terms of content and tone.
* Investigate reasons for all customer contacts using a variety of resources and industry systems; liaise with other internal departments and industry stakeholders and, if necessary, escalated any contentious issues or dissatisfied customers to a senior member of the team.
* Keep up to date with company‑wide and team briefings and changes to procedures and share this information with colleagues.
* Contribute to effective running of the department by participating in team meetings and workshops to assist the delivery of best‑practice customer service. Work effectively on own and with others to embrace continuous improvement in this field.
* Provide an engaging, informative and friendly interactive experience for our customers via online social media, replying to messages, posting key service updates and supporting the delivery of our social media strategy.
Qualifications
* GCSE or equivalent English Language (Grade C or above)
* Excellent verbal and written communication skills
* Previous customer service role with a commitment to delivering an exceptional customer experience
* Ability to provide clear, concise information to customers and colleagues
* Applicants must be able to be flexible in their working hours as the role is 37 hours and covers weekdays, weekends and bank holidays
Welsh Language Skills
While not essential for this role, Welsh language skills would make a great addition to your application. TfW supports anyone who wants to learn Welsh or improve their skills and offers online learning, classroom courses and funding for local community courses.
Equal Opportunities
We believe in celebrating differences and building a workforce that represents Wales. Diverse teams make better decisions and drive innovation.
Disability Confidence
We are a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
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