A role for an experienced Customer Relations Executive has become available due to internal progression and continued growth. This is a busy and fast paced customer experience team, supporting customers over the phone, via email and live chat in an office based environment where youll be focused on handling customer queries, complaints and aftercare cases. You will manage multiple cases at any one time, liaising with internal teams and customers to ensure issues are resolved in a timely and professional manner. The product is technical, requiring strong attention to detail, clear communication and excellent organisation.
Responsibilities
* Act as the main point of contact for customers following installation.
* Manage customer queries, concerns and complaints from start to resolution.
* Handle a high volume of cases simultaneously, prioritising effectively.
* Coordinate service visits and follow up appointments.
* Liaise with internal departments to resolve technical or service issues.
* Update CRM systems with accurate case notes and outcomes.
* Respond to customer feedback and written correspondence professionally.
* Meet service levels and KPI targets within the customer relations function.
Requirements
* Previous customer relations or complaints handling experience.
* Strong written and verbal communication skills.
* Confident managing sensitive or complex customer situations.
* Ability to multitask and manage 20+ active cases effectively.
* Highly organised with strong attention to detail.
* Comfortable working in a fast-paced office based environment.
Benefits
* £27,000 - £32,000 basic salary plus monthly bonus scheme.
* Monday to Friday between 9am - 8pm (37.5 hours per week), one Saturday per month on a rota basis between 9am - 6pm, paid overtime or time in lieu.
* Hybrid working after probation period.
* 31 days holiday inclusive of Bank Holidays allowance.
* Pension scheme.
* Cycle to work scheme.
* Free onsite parking.
* Health focused benefits.
* Career progression opportunities and salary reviews.
Wild Recruitment Ltd T/A First Recruitment Services is acting as an employment agency in relation to this vacancy.
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