Customer Care Expert - Walsall. Walsall, England
Job description
About The Role
RAC currently has an exciting opportunity for Customer Care Experts to join our Customer Care Team based at our Bescot office. This will be a 6 Month Fixed Term Contract however this position offers the potential for the fixed term contract to be extended as well as the possibility of becoming a permanent position.
As a Customer Care Expert you will deliver an inspirational member experience to existing and prospective members through the complete ownership and management of their concerns within agreed processes and response times. Previous experience as a Customer Service Advisor will be advantageous. Candidates from a retail or hospitality background where you have dealt with customer contact is also a desirable quality.
The Salary on offer is £23,300.
Shifts are between 8am and 6pm Monday to Friday. Working 1 weekend per month 9am-5pm.
What you’ll do…
- Take personal ownership in investigating, answering, and resolving customer complaints, enquiries and contacts from a variety of media, across all channels, with a high level of professionalism, ensuring the customer is kept regularly up to date throughout the life of the issue
- Adhere to the First Point of Contact (FPOC) principles
- Respond to FCA regulated complaints within defined timescales in order to mitigate financial risk to the business
- Communicate confidently and professionally with all members and colleagues, delivering exceptional service at all times to protect the brand and promote retention
- Promote loyalty through fast, comprehensive enquiry management, treating the member as an individual, maximising customer satisfaction and retention
- Convey decisions clearly, effectively, professionally, and empathetically in verbal and written format across a variety of media (e.g. email, letter, voice)
- Maintain excellent product knowledge and awareness of competitor offers and provide insight regarding customer dissatisfaction
- Undertake additional activities as required, this may entail handling calls/contacts/processing from other departments and when doing so deliver against the metrics and processes for that area
- Act as point of escalation for colleagues needing advice or assisting with challenging customer situations
- Demonstration of knowledge of call compliance to meet FCA requirements, maintain this by having up to date knowledge on scripts and compliance processes
- Support and cross skill with Breakdown Complaints
What you’ll need…
- Previous experience in a customer focused role
- Enjoy communicating with customers to resolve issues that may arise
- Outstanding listening and communication skills to ensure the best possible outcome for our customers
- Experience in Contact centre or call centre environments
- Able to work at pace and towards tight deadlines
- Experience handling complaints and finding resolutions
- Resilience and determination
- PC literate and strong numerical and literacy skills is a must to be able to navigate your way around the internal systems and processes
Benefits and rewards:
- FREE Ultimate breakdown cover for you and your household worth up to £500
- FREE on-site parking
- Flexible benefits you can tailor to suit you
- Free European Breakdown cover including 7 days car hire to continue your journey
- Amazing employee benefits including additional discounts on big brands, hotel stays and days out
