Description
A fantastic opportunity is now available to join our Customer Experience Team at Solvd. in the centre of Glasgow. Our team provide several services including Customer Experience, Finance and Payroll. Solvd. is a vibrant, friendly office, where our people are committed to delivering the best experience for our customers.
We offer a competitive salary and great benefits. Our people are our greatest strength and live by our values of Dependable, Proactive, Agile & Inclusive, so come and join our team!
The Role
The role is to assist our customers in dealing with their Delay Repay compensation requests aiming to resolve their issues, at the first point of contact. Carrying out a variety of documented checks on our Delay Repay system to ensure customers' claims are processed correctly. This role will also involve a level of manual data entry of claims into the system as well as working existing claims both to a high level of quality and defined processes and procedures.
The Delay Repay Team operate 7 days per week between the hours of 7.00am to 10.00pm. We offer permanent, full time roles of 37.5 hours per week.
Successful candidates will be assigned a 4 weekly rota, working 5 days over 7.
We offer a competitive Living Wage salary of £26,245.31 per annum.
Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions
Key Responsibilities
* Respond to Delay Repay compensation requests via system and paper claims within the agreed timescales.
* Correctly calculate customer compensation using systems and processes available.
* Follow documented processes to ensure the right outcome is achieved for the customer and our Train Operating Companies. Identifying fraudulent activity and highlighting to Delay Repay Team Leader where appropriate.
* Offer the customer, wherever possible, a personalised service and maintain a professional ‘tone of voice’ in all communication with customers.
* Aim to resolve the customers’ query at the first point of contact.
* Adhere to CX Delay Repay annual leave and rostering policy.
* Comply with procedures and timescales as directed.
* Follow documented processes in line with ISO standard.
* Follow GDPR guidelines where required.
Skills, Knowledge and Expertise
* Strong communication skills – both written and verbal.
* Strong time management skills to meet deadlines and comply with agreed procedures.
* Excellent organisational skills.
* Strong problem-solving skills.
* The ability to stay calm under pressure.
Welcome to your Solvd. Journey
Joining Solvd. means becoming part of a team that values your development and wellbeing. We offer:
* On-the-job training and continuous personal development opportunities.
* Regular performance feedback and 1:1s to help you succeed.
* Support for family events, personal support, and a focus on having fun in the workplace.
* Opportunities for career progression.
* Competitive benefits.
Benefits
* Discretionary ScotRail Season Ticket (home to work)
* Discretionary bonus scheme
* Hybrid working (1 day per week, after probation)
* Living Wage and Living Hours Accredited
* 34 days holiday (including public holidays) with option to buy additional
* Generous salary exchange Pension Scheme and Life Assurance Scheme
* Optional Health Cashplan Scheme
* Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social
* Flexible dress code where you can Dress for Your Day!
* Social events including Summer Event and Christmas Party
If you're ready to take on a challenging and rewarding role at the heart of our operations, apply today!
Solvd. are Disability Confident accredited and committed member of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions.
Successful completion of security and background checks will be required.
Apply now and choose your ticket to join us on the Solvd. journey!
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