Complaints Handler Ref: GL624
Flowers Associates Ltd.
Working hours: Full Time hours working the below shifts however if we could also consider a job share/part time hours
Monday to Friday 8am - 4.30pm, however please note:
You will be required to work 1 week a month of lates: 10.30 - 7:00pm (receiving a £15.00 Shift allowance payment)
You will be required to work 1 Saturday afternoon on a 5 week rotation: (receiving a £30.00 Shift allowance payment - also on this week you will receive a day off in the week).
Standard hourly rate of pay: £10.00
Temporary contract - Long term work available
Have you got previous Customer Service/Contact centre experience?
Are you comfortable and confident in handling with complaints and enquiries?
Do you have a flair for building a rapport with customers?
Do you like speaking with customers over the phone and are you confident liaising by e-mail?
Are you proactive with a positive, friendly and can demonstrate resilience when needed?
Are you available for a start with minimal notice?
Are you looking for a role that will offer you longevity and the opportunity to go permanent?
If so then please do read on as we have an exciting opportunity to join our clients in Leicester.
To respond efficiently to customer complaints and enquiries coming in to our clients call centre and to ensure they are properly managed through to resolution.
To deliver a professional, customer-centric service which presents the business in the best possible light and which achieves an exemplary customer experience.
To support the business with its ambition to outperform all their customer satisfaction targets and to help reduce the volume of complaints and enquiries that arise across the business.
Respond efficiently and authoritatively to incoming customer calls and maintain ownership of them
Manage customer expectations
Use all available systems to provide a first-call resolution service wherever possible (avoid the need to pass enquiries and complaints out to the wider business)
Ensure that where information needs to be sent out, it goes to the right person and is acted upon
Drive the resolution of complaints to meet the key 48 hour KPI
Establish and maintain good professional working relationships
Ensure complaints are followed through and resolved
Keep customers updated and informed of the progress of their enquiry/complaint
Maintain accurate and comprehensive data records
Follow defined work management and company processes policies at all times
We are looking for Customer Service Representative who is:
Committed to putting customers first and achieving high levels of satisfaction
Knowledge and understanding of GDPR Regulations
Able to put someone at ease over the phone
Empathetic, able to see someone else’s point of view
Patient and attentive, with good active listening skills
Polite and respectful at all times
Good negotiation skills
Keep customers informed and updated.
Adopt and maintain positive language and a ‘can do’ approach to customer challenges
Respect customers’ busy lives and ensure promises are delivered
Be adaptable, accommodating and flexible in responding to the needs of different situations
Key skills required;
Excellent telephone manner
Conscientious with the tenacity and resolve to see things through
Organised and punctual
Thorough, with good record keeping skills
Able to thrive under pressure, multi-task and prioritise workload
Good written communication skills
Basic knowledge of the requirements of the General Data Protection Regulation