Complex Case Manager - Contact Centre Remote
Job description
Location: Crewe RSC
Department: Customer Services
Salary: £40000 per annum
The Role:
Joining the Theo Paphitis Retail Group contact centre customer care team, you’ll need to be highly driven and committed to succeed in resolving complex customer cases in a balanced, timely and effective manner.
You’ll be passionate and driven to listen, investigate and resolve complex customer cases / complaints whilst balancing commercial interests.
As our Case Manager, you will be responsible for the direct handling of complex cases & complaints through all forms of communication, so empathy and strong objection handling capabilities will need to shine through. Managing stakeholders internally and externally will be an essential part of the role, so having the confidence to communicate at all levels is essential.
You’ll be the voice of our customers, the role will also play a critical part in identifying business opportunities through root cause analysis, to improve policies & processes to increase our commercial results through reduced customer touchpoints and increase the experience, reducing the effort for our customers.
What you will get from us:
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Fantastic training to help you complete your role and be the best you can be, with the option to continue your development into a more senior role, if you choose to progress within the business
- A great Team to work with where you can progress and make a difference at all levels
- Hybrid working after completion of probation
- Competitive Salary
- Holiday Allowance
- Free Parking
- Subsidised Canteen
- Access to mental health first aiders
- Company Pension scheme
- Apprenticeship scheme to continue your development
- Generous discount at TPRG and on our amazing benefits hub
What will you do?
- Take ownership for all complex cases including exec level complaints - from investigation through to resolution.
- Proactively manage your cases, keeping customers and stakeholders updated on the progress.
- Liaise with suppliers, couriers, and internal teams during your investigations to establish the facts for a balanced resolution.
- Be responsible for trend and root cause analysis to support business decisions and be the challenger for our customers.
- Act as an escalation point for the contact centre team leaders and provide coaching and feedback where appropriate.
- Be responsible for identifying cases that require escalation to yourself and take accountability to solve.
- Responsible for maintaining all information and correspondence relating to complex cases within our internal systems.
About you
- 3 years experience with complex case / complaint handling, preferably within a contact centre environment.
- Excellent communication skills
- Empathetic, Tenacious, Resilient and a Challenger
- A desire for customer experience
- Strong Commercial awareness
- Collaborative and Confident
- Flexible and adaptable to change
Who we are:
The Theo Paphitis Retail Group encompasses Ryman, Robert Dyas, Boux Avenue and London Graphic Centre. We are a family of Multi-channel brands focused on delivering fantastic customer service and first class product knowledge. We are passionate about retail
The Theo Paphitis Retail Group is committed to the unlearning of unconscious bias, diversity and inclusion long term, which will remain a key focus for all aspects of our business and operations. From our product production in our supply chain to our extensive workforce, we aim to be transparent in our efforts to become a thriving, diverse and inclusive place to work.
Job Types: Full-time, Permanent
Salary: £45,000.00 per year
Benefits:
- Canteen
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Gym membership
- Store discount
- Wellness programme
- Work from home
Schedule:
- Monday to Friday
Work Location: Remote
