Do you strive to make a difference and resolve Queries? If so, we would like to hear from you. Here at UKSBS we place our customers at the heart of everything we do. So, our Customer Support teams are critical in ensuring we deliver a great experience, each, and every, time we interact with our customers. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our 'single front door' and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people, who empathise and respond to customers in the most effective and appropriate way. Working in the Customer Experience Team you will join a high performing customer focused team whose aim is to provide, ease of interaction with professional, clear advice and guidance. We endeavour to add value, and we are always looking for an opportunity to improve, whether it is through making better use of systems and technology or by simplifying the way we work. That's why we take feedback seriously, celebrating achievements and making changes where we can, to enhance the customer experience. We are looking for a fantastic customer focused problem solver. This role will focus on the ownership and resolution of incoming complaints, escalations, queries and feedback. You will work alongside subject matter experts and operational teams to ensure consistent quality of response. Opportunities for learning, improvement and best practice are shared and knowledge consistently applied to continuously improve our customer journey. Key responsibilities · Ownership of the successful resolution of complaints, compliments, and comments with the customer · Produce and ensure feedback responses are customer focused, in line with best practice and are resolved within SLA · Capture and understand root cause and complaint themes and liaise with our Operational Excellence Team to raise continuous improvement opportunities. · Represent Customer Experience as a SME to support Change Requests and Continuous improvement where needed. · Understanding of our clients/customers to inform mapping of customer journeys by identifying pain points in key processes to improve overall satisfaction. · Support customer experience initiatives including omnichannel surveys, feedback and reporting · Support the content maintenance of customer facing pages to ensure effective customer self service · Manage and answer complex queries within the Customer Experience work trays
* Well-developed Customer Service and Interpersonal skills
* Experience of handling complaints, escalations, compliments across multiple channels.
* Working knowledge of capturing root cause data to determine the cause, identify solutions and drive improvements with a customer centred focus
* A track record of analysing data and insight to capture and provide quality customer feedback
* Exposure/understanding of journey mapping, identifying pain points in processes, and providing recommendations to improve customer journeys/experiences.
* Proficient in relationship management with internal and external stakeholder of different grades
* Knowledge and experience of HR, Payroll, Finance and Procurement transactional processes (desirable)
In return for your skills and experience, we can offer you flexible and hybrid remote working options with start and finish times between 8am - 6pm, or part time hours to suit both you and the business. Our team usually work from home and come into the office once or twice a week, but we are flexible on this too. If it helps, there is even flexibility on which office you base yourself from - Swindon, Newport, or Billingham.