Role Title – Personal Case ManagerRole Purpose:To deliver a first-class experience to match the product by managing customer calls and correspondence in line with the Customer Relations Hub vision and philosophy. To develop effective working relationshipsTo 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 wayDuties
1. Handle all calls and correspondence professionally, investigating thoroughly and promptly, using all resources available to ensure effective, timely and individual resolutions.
2. To receive calls and correspondence, which may be requests for information,plaints and assistance at the roadside or anything associated with thepanies' products
3. To build up and continuously update individual specialist knowledge in relation to thepany's products, strategy and relevant regulatorypliance FCA, GDPR
4. Continually develop technical knowledge of smart products and services, ensuring the ability to provide technical support to customers on these topics.
5. To build relationships with the Centres and involving them in all matters relating to their customers.
6. To ensure that all goodwill gestures are individual, tailored and reflect the inconvenience the customer has experience
7. Facilitate own development to ensure up to date on processes and procedures across all channels.
8. Demonstrate
Levels of quality in all interactions across all channels, demonstrating expectations through all training and documentation.
9. Be a role model for thepany operations, demonstrating the business values at all times.
10. Achieve set KPI’s consistently –
Answer 95% of calls within 10 secsAnswer 95% of iing calls Deal with quick wins within 24 hours
11. Demonstrate the ability to provide flexibility to support both the business and line manager if required.
12. Assume other tasks upon reasonable request to support business needs with high quality outputs.
Skills/Knowledge/Experience
13. Strongmunication skills
14. Proven track record on ability to influence
15. Attention to detail – Producing high quality results in all assumed activity.
16. PC Literate – in particular good excel skills
17. Ability to deal with challenging customers and dealers to reach positive oues
18. Vested interest in all platforms and their development and progress
19. Time Management – Ability to manage 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)