CUSTOMER SERVICE ADVISOR
Watford | £19,000pa + Bonus | Permanent
Cassidy Crane Recruitment are proud to be working in partnership with a leading car parking brand, recruiting for a Customer Complaints Officer to join their team in Watford.
Our client are looking for an effective communicator, with the ability to ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process. You’ll be responsible for investigation, resolution and reporting of all customer related complaints.
The Role:
-
To manage the resolution of customer complaints, within given timescales.
-
To be the second point of contact for all customer complaint related issues.
-
Liaise with the CSC Manager on a weekly basis and report on the level of customer complaint resolutions.
-
Maximizing customer satisfaction and ensuring full communication at all times.
-
Provide complaint trends and communicate lessons learnt to the CSC Manager.
-
To input all complaints onto the CRM database, reporting and seeing through to completion.
-
Escalate all unresolved issues/complaints to your line manager.
-
Complaint analysis reporting.
-
Receive, date stamp and review all correspondence via electronic format or post and log onto the CRM.
-
Relevant checks are completed to investigate the nature of correspondence to correctly identify the appropriate response i.e. cancellation letter, letter of rejection or appeal.
-
Prepare case information for appeals service
-
Provide weekly updates and analysis on appeal outcomes.
Requirements:
-
Experience in Complaint handling (written and verbal) essential.
-
Administration Experience.
-
Excellent Customer Service Skills.
-
Good working knowledge of Word, Excel and PowerPoint.
-
Knowledge of office equipment, e.g. telephone systems use, faxes, photocopiers, etc.
-
Excellent communication skills.
-
Ability to work as part of a team and use initiative.
-
Professional attitude and behaviour.
This role is 42 hours per week, our client are flexible and these hours can be spread over 4 or 5 days. The salary is £19k, rising to £20k after 6 months with a bonus of £1120 paid monthly and quarterly.
Please apply by sending your CV as a Word Document. Cassidy Crane Recruitment Ltd are acting as an Employment Agency on behalf of our Client.