Customer Management Analyst - Bradford Bradford, Yorkshire and the Humber, England
Job description
Operate
Be it support with regulation, risk or compliance, Operate delivers. Human-led and tech-powered, it is the backbone of PwC’s unique approach to operational delivery - Execution Managed Services. Harnessing the power of tech and data, we work with some of the most recognisable organisations worldwide, wherever they need us to be. We deliver sustained outcomes through our managed solutions, as well as transforming and running complex operational processes that often create challenges or hinder client progress. Underpinning all of this is our commitment to ensuring our people are equipped with tomorrow's skills to drive success for our clients today.
About the team
Within Customer Management we support various clients in carrying out 'business as usual' activities and remediation for their customers. We do this from a range of locations and by providing cost effective solutions, access to subject matter expertise and operational excellence disciplines. Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic, and sensitive manner.
Essential Skill and Experience
You will be able to demonstrate the following:
End to end complaint handling experience from initial customer contact to resolution.
Experience gained in any of the following sectors or industries: Utilities, Financial Services including contact centres, Health trust administration, Civil Service or other related sectors / industries.
Excellent verbal and written communication skills and proven telephony experience.
Ability to respond to the individual needs of each customer, identify and clearly understand their requirements and resolve issues efficiently by liaising with your team and / or other teams / individuals as required
A high level of emotional intelligence with an ability to conduct sensitive conversations with empathy, understanding the customer’s key area(s) of concern.
Ability to understand and accurately apply client policies and procedures.
Ensure information and customer interactions are accurately documented and recorded in line with policy guidance.
Ability to appropriately receive and quickly act upon feedback provided by Team Leader and / or Quality Checker.
Meet key productivity targets whilst maintaining high quality standards.
Role description and responsibilities
We're looking for highly-motivated individuals with experience of providing support to customers in relation to their queries, concerns, and / or claims and complaints. You will be responsible for ensuring the right result for the customer and the client, whilst delivering the highest standard of service at all times. You will be a true ‘people person’.
Our highly skilled team of associates, quality checkers and team leaders work ‘as one’ to help our clients with customer groups who, at some point, may have been disadvantaged.
If successful, we expect to have intakes across Q1 of 2023.
Not the role for you?
Did you know PwC offers flexible career arrangements and contract work? Learn more.
The skills we look for
In addition to our global framework, the PwC Professional, there are a number of key Operate behaviours you'll be evaluated against during our assessment process. You can read about these here.
The Deal
‘The Deal’, our firmwide Employee Value Proposition’ empowers our people to be the best they can be. Learn more.
Our commitment to you
We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PwC. Learn more.
Automated decision making
Some elements of our application process may utilise automated decision making. This will be based on responses on your application form or from your assessment test results. For more information please see our privacy statement.
