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.

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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.