Customer Service Specialist

Slough, Berkshire

Job id:
LJA-63253601
Published:
11-07-2018
Expires:
10-08-2018
Job type:
Full-time
Contract/project
Salary level:£11.20 - £11.28  per hour
Work area:
Customer Service, Call Centre
Job id:
LJA-63253601
Published:
11-07-2018
Job type:
Full-time
Contract/project
Expires:
10-08-2018
Salary level:£11.20 - £11.28  per hour

EXCITING NEW ROLES! 2 X Customer Care Advisor

YOU MUST HAVE WORKED WITHIN A CALL CENTRE ENVIRONMENT.

PURPOSE SUMMARY:
To contribute to the delivery of Best in Class service by responding to and processing all customer / dealer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values. 

GENERAL DUTIES:
Respond to and resolve all complaints received in an appropriate manner, either written or verbal, on contracts held in Slough within regulatory timescales
Respond to all complaints received where the complainant is not a Customer;
Update the Contract Management System and Complaints Database accordingly and in a timely manner
Liaise with Manufacturer and dealership Customer Care teams as appropriate
Respond to Document and Data Subject Access Requests within the regulatory timescales ensuring that the Contract Management System and Complaints Database are updated accordingly and in a timely manner
Ensure Manager is aware of potential issues associated with work queues and workload backlog
Provide a regular complaint summary that advises the SMT of current status of complaints, detailing costs/losses to the business
Meet individual performance targets
Adhere to formal services regulatory processes and policies
Such other duties as management may from time to time reasonably require.
Own all customer issues through to resolution
Work effectively with colleagues in support functions around the business to maximise customer satisfaction 
Monitor own performance to ensure adherence to targets, deadlines and procedures
Participate in department/business projects to generate innovative ideas that add value to Service Offering 
Continually develop own knowledge and skills to ensure achievement of personal, team and departmental objectives
Constant focus on the needs of the customer with the aim of providing value driven services

PERFORMANCE MEASURES
Feedback from customers
Existence and review of individual targets
Achievement of departmental objectives
Error rates
Turnaround times
Achievement of departmental objectives
Line manager feedback
Delivery to quality, time, cost objectives
Number of recommendations
Appraisals
Quarterly reviews
Ensure complaints receive acknowledgement letter within 5 days
Ensure open complaints receive 28 day and 56 day letters where appropriate
Ensure internal KPIs for complaint handling are met
FOS (and other regulatory body) requests responded to within given timescales
80% average score on Call Quality Assessment

ABILITY AND SKILLS PROFILE:
Treats customers/dealers with respect
Builds long term relationships with customers/dealers
Confident in decision making/prioritisation
Ability to think outside the box to resolve complaints
Takes ownership of work queues
Ability to operate, upon training, e.g. Contract Management System and workflow management
Good communication skills - verbal and written 
Good negotiation/objection handling skills
Adherence to Service Centre team schedule 
Ability to maintain a satisfactory attendance record
Ability to achieve required performance targets
Ability to identify service improvements and work with the Manager to apply authorised service improvements

COMPETENCY/BEHAVIOURAL PROFILE (Person Specification) :
Diligent
Customer focused
Good attention to detail
Assertive
Tenacious
Establishes appropriate degree of empathy
Communicates with different audience types to reach mutual goals
Maintains professionalism in all aspects of communication
Self-driven, internally motivated
Puts team and organisations goals above individual goals
Welcomes and participates in change
Able to interact with team members and thrive in a team environment
Able to interact with the

You have not attached any documents to your application. Click the 'OK' button below to send your application anyway or click the 'Cancel' button and attach documents before submitting your application again

Share this job

linkedin
googleplus

Job ad toolbox

Save job

Jobs from this employer

Childcare Assessor

Bedfordshire
£19,000 - £21,000 per year

Technical Consultant

Angus
£27,040 per year

More jobs like this

Customer Service Advisor

Tailored Heat Supplies
Cumbria

Call Centre Operatives

Morson International
£7.38 - £7.83 per year

Customer Service & Sales Co-ordinator

Holdich Recruitment
Norfolk
£19,000 - £21,000 per year