Job Purpose
To work within the Customer Relations function ensuring all customer correspondence is handled within the prescribed timescales including email, whitemail, and social media communication channels (Twitter, Facebook, Live Chat and WhatsApp). To achieve and maintain a high standard of responses to all customer enquiries; to investigate the causes of complaint and advise on measures which will contribute to improved customer satisfaction.
Key Accountabilities
* To deal effectively and efficiently with customer complaints and enquiries, responding to telephone calls, written correspondence, emails, Live chat and social media posts.
* Provide excellent proactive and reactive information on social media during service disruption and work cross functionally with other teams to give the best information to our customers
* To ensure that all correspondence is responded to within the timescales that are set out.
* To produce daily feedback bulletins to the business with any issues that have been highlighted by our customers.
* To assist the Contact Centre Manager with the production of statistical data, as required.
* To follow the customer relations and social media processes.
* To escalate issues to appropriate person(s) effectively.
* To feedback to the business any issues that have been highlighted by our customers.
* Investigate and respond to health and safety enquiries in partnership with the Chiltern Safety Team.
* Carry out customer GDPR requests such as Subject Access Request and Right for Erasure
Personal Specification
Essential
Must be able to work shifts between the hours of 06:00 - 22:00, working 4 days in 7.
* Ideally has experience of using social media for customer relations activity
* Worked in a customer focused environment ideally customer relations
* A* - B GCSE Grade English or equivalent qualification – strong written English required
* A high standard of written and verbal communication skills is essential as is an ability to emphasise with customers
* Ability to take complex information and summarise it in fewer words
* Excellent interpersonal skills, with a calm, positive and confident personality are required