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The One Group
,
Peterborough, Cambridgeshire
Customer Service Advisor
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Job Type: Full-time |
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Salary: £18,000 per annum |
Overview
I am recruiting for a resolutions officer for a Peterborough based company on a temporary to permanent basis to manage and resolve Customer Service related issues through the telephone and email. Key Responsibilities Communicates to their direct manager results around complaints received, action taken and resolution. Considers the implication on other areas before arriving at a decision. Involves, consults and updates other areas in decisions that affect them in order to get a resolution for the customer. Drives process changes within Claims and Customer Service and influences other areas of the business to ensure the customer is central to any changes Anticipates future internal/external issues and proactively takes action (e.g. known issues, delays or poor supplier performance) Able to pre-empt potential customer problems and issues before they escalate and take necessary action. Makes suggestions on how customer services can be improved Is committed to delivering a high level of customer service through calls and emails Actively looking for opportunities to improve the customer experience through complaint handling and making sure first time resolution is achieved. Leads and participates in any process evaluations for Customer Service Multi skilled across all brands and internal customer service areas to include claims processing and social media Managing and resolving complex complaint cases from all channels. Investigate potential complaints, gathering information from a variety of sources including listening to recorded calls to ensure a satisfactory outcome Assist the Claims team with processing claims and escalations Background knowledge of managing customer service recovery. Experience in managing customer queries/complaints. The ability to make sound decisions in a timely manner after systematically considering all possible options. Being responsible for their work and have the ability to work on their own initiative. 2 years experience in inbound / outbound customer service The ONE Group - With offices in Northampton, Peterborough and Cambridge - our recruitment divisions include; Accountancy, Executive, HR, IT, Office, technical and Executive recruitment. The ONE Group are the largest independent recruitment businesses across, Northamptonshire and Cambridgeshire. Our recruitment experts provide specialist consultancy staffing services to some of the leading household brands across the Midlands and East of England. We pride ourselves in adding value to any recruitment experience. The foundation of our success comes from our high level of customer service, expert knowledge of the local marketplace and our understanding of the significant value people can add to the workplace. This is recruitment as it should be. For more information, call us or visit our website at www.theonegroup.co.uk.