In your role as a Customer Care Advisor you will take ownership of customer complaints and ensure successful resolutions for both the customer and the business.
* You will investigate cases thoroughly using root-cause analysis and collaborate with internal departments to gather all necessary information.
* Managing incoming calls, emails, web-based and social media complaints, prioritising responses effectively and maintaining case ownership.
* You will provide clear, professional written communication and regular updates to customers and internal stakeholders.
* Working closely with the legal department when complaints escalate, ensuring compliance and accurate handling at all times.
* You contribute to improving processes by sharing insights and feedback with the Customer Resolution Manager and senior team.
Requirements:
* Level 3 qualification in Customer Service is preferable
* GCSE grade 4 in English and Maths (or equivalent) is essential
* Previous experience in customer service or complaint resolution, ideally within a fast-paced environment
* Excellent written and verbal communication skills
* Strong attention to detail
* Proficiency in Microsoft applications and web-based tools