Escalations Team To be the main point of contact for customer care escalations from the CSC advisor population, colleagues in the wider business and from stores. This role takes ownership of any escalated contacts received from all workstreams and will investigate any further action required to resolve for customer or store About the role: To assess, investigate and resolve more complex complaints and enquiries across the Boots business To successfully resolve more complex enquires and complaints with responsibility for and high value for apology/goodwill payments. Always to be checked with the Team Manager To identify the direction of serious issues and escalate to the Senior Customer Manager team to ensure the correct resolution of these contacts To offer a support and mentoring role to Advisors and store colleagues to aid contact resolution To input accurately information received from customers into specified databases Build and maintain relationships with our internal teams, stores PSO, Medical Services, Quality and Category Teams to ensure issues requiring their input are speedily resolved To maintain owned workload and ensure customers are fully updated with expected next steps What you’ll need to have: Excellent Customer Service Experience in managing complex customer complaints Prioritize workload based on business needs Agile approach to working Great communication skills, written and verbal Creative and critical thinking Able to negotiate to a neutral position effectively Ability to offer creative and unique resolutions for each unique situation faced Supporting and motivating team members A true desire to deliver world class customer care to every customer/colleague It would be great if you also have: Contact centre experience Salesforce knowledge Why Boots: At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. Our benefits Boots Retirement Savings Plan Discretionary annual bonus Generous employee discounts Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more. Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme. We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. ( Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate) What’s next: If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you’ll be notified by email. Where a role is advertised as full-time, we are open to discussing part-time options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best. Information about the role Closing Date: 15th July Location: Nottingham Contract: Permanent Recruitment Partner: David Hancock Keywords csc, customer, support, centre, customer, manager, support, complaints Customer support centre, CSC