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Hinckley
Do you have excellent communication skills and a desire to provide excellent customer service?
Are you someone who enjoys working under pressure in a fast paced environment?
Job Overview
Our client is looking for an enthusiastic Resolution Specialist to join their client experience team. You will be the first point of contact for any issues or concerns raised, delivering excellent service by providing fast membership-focused solutions. You will be responsible for managing our client’s online reputation by handling online reviews in accordance with business processes.
Day-to-Day Responsibilities
* Receive member complaints and identify retention opportunities
* Respond to all online reviews for the business
* Acknowledge all member service issues, verbal or written, following the complaints procedure
* Handle online reviews efficiently and professionally to a high standard
* Escalate negative online reviews through the proper channels
* Investigate member service issues thoroughly through discussions with members and internal staff
* Resolve member service issues promptly, focusing on member resolution and retention
* Understand member databases and systems to investigate and respond effectively
* Respond promptly to member queries, service issues, and requests to cancel
* Review member service issues for effective handover to Credit Control when applicable
* Maintain member profiles, including updates and investigations
* Liaise with the Business Development Manager regarding service provision details
* Contact members to activate accounts and schedule initial appointments in line with service levels and booking guidelines
* Handle member and consultant calls to resolve queries, service issues, and retention opportunities
What You Bring to the Team
* A positive “can-do” attitude, eager to learn, and effective communicator within the team
* Ability to work efficiently in a fast-paced environment
* Strong time management skills
* Flexible and dynamic approach, capable of working under pressure
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