Complaints Resolution Coordinator
£36,500 per annum
Welwyn Garden City
Monday to Friday - 8.30am until 5pm with flexibility to work 8am until 4.30pm when required
Permanent
(Hybrid - 4 days in the office and 1 day from home)
Role Overview:
Our prestigious Global manufacturing client based in Welwyn Garden City is looking to recruit a permanent Complaints Resolution Coordinator. This role involves providing an exceptional customer experience through delivering a 'brilliant recovery' for all customers who experience a complaint (Commercial, Logistics, and Invoice related). The goal is to improve customer satisfaction and drive a reduction in the number/value of complaints to increase loyalty and repeat purchase.
Responsibilities:
1. Resolve customer complaints relating to orders, deliveries, damaged goods, incorrect pricing, etc., delivering a brilliant recovery while managing own workload effectively and ensuring adherence to a range of new SLA's and KPIs (focused around customer needs and expectations).
2. Carry out thorough investigations, managing both internal and 3rd party stakeholders to allow timely and accurate conclusions to be reached to determine the correct level of recompense, approving and processing credit notes/returns accurately in line with the agreed 'Manual of Authority' ensuring records are kept.
3. Work proactively to understand and manage key issues/problems and drivers of customer satisfaction, using root cause analysis to drive both corrective & preventative actions, continually working to drive 'Continuous Improvements'.
4. Record complaints within Salesforce ensuring that all data is maintained, accurate and customer/internal contacts managed through effective and timely use of the system, providing a 360-degree view of our customers.
5. Demonstrate improvements in 'Customer Satisfaction' through delivering an exceptional customer experience ensuring minimum standards of call and e-mail communication are met or exceeded through quality checks.
Requirements:
1. Experienced in dealing with and resolving customer complaints, delivering a brilliant recovery as well as understanding the root cause of issues to enable preventive action to be taken within a fast-paced and complex Supply Chain/Manufacturing business.
2. Able to build rapport and show empathy with customers, possess great questioning skills, the ability to challenge the 'status quo' internally, and experience of managing and influencing key stakeholders.
Please apply with a copy of your CV.
About Us:
We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.
We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group.
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