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What is the role

Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of ‘Front Line Customer Service’, including complaint handling, problem solving and management of online customer reviews.

What you will do

• Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies & procedures
• Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures
• Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues
• Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement
• Utilising available systems for tracking, information gathering, troubleshooting and communication
• Liaise with internal departments and third parties such as couriers for resolution of customer issues
• Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed
• Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times
• Day to day administration and system updates
• Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications

What you will bring

• Customer service skills – relationship management and putting the customer first
• Problem solving and ‘can do’ approach
• Attention to detail – meticulous, thorough and right first time mentality
• Time management
• Ability to prioritise workloads
• Self-motivated and proactive approach to tasks
• Willing to learn and able to work under pressure
• A strong commercial outlook & keen business sense
• Excellent organisational skills
• Ability to work to tight deadlines
• Good English & communication skills
• Proven ability to work well within a team and to use own initiative
• Proven record of good attendance and flexibility
• An energy and enthusiasm to succeed
• Ability to adapt to frequent change within a high pressure environment