Salary: £28,000 - £29,500 per annum dependant on experience
Location: Hook, Hampshire
Working Hours: Full-time 37.5 hours per week. Core hours are Monday - Friday 9am - 5.30pm, however 1 in every 10 weekends will be required.
We're cinch. Our mission is simple – remove the faff from buying and changing cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.
We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.
cinch is a new-to-market brand backed by the Constellation Automotive Group. That means we’re part of a family including BCA and WeBuyAnyCar.com. We like to keep good company.
You
We’ve attracted some of the smartest folks around. Right now, we need one more. Do you have a faff-free filter? Do you like being part of energetic, open-minded and passionate teams? If you’re ready to thrive in an accelerated growth environment, full of ideas and want to challenge the norm, you could be our new Customer Relations Executive.
Purpose of the role:
We have a Customer and regulatory obligation to ensure we treat every customer fairly and within a required timeline. The purpose of this role is manage the day to day escalated customer complaints across CX and Fin Ops.
Role Accountabilities:
* Discuss potential outcomes and solutions with the initial complaint handlers to support knowledge growth. You will support the manager in collating the qualitative data for feedback sessions.
* Responsible of building trust with the customer by solving their problems quickly and efficiently. Influence and own the issue to ensure successful resolution whilst adhering to regulatory guidelines.
* Be the last point of escalation for the customer and the final point of preventing a negative trust pilot review. That will be embraced and will drive the role holder to succeed and scoring on average >90% satisfaction rating to handled responses.
* Be empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.
* Review and suggest ideas on how to prevent the issues occurring again by recognising the root cause and recommending change.
* Be a Customer Relations specialist that is on hand to support any training across BCAL and CX.
Knowledge and Experience:
* A proven track record of delivering excellent customer service.
* Experience within the motor industry and motor finance.
* Demonstrate first class knowledge and understanding in complaint handling and be able to apply it in a FCA regulated capacity.
* An understanding of FCA principles for motor finance is an additional benefit.
Skills:
* Ability to put yourself in the customers shoes and communicate decisions with confidence and empathy by telephone and in writing.
* Strong attention to detail.
* Able to identify key complaint root causes and work with the wider business to influence reduction in complaint volumes.
* Deliver excellent customer service and be driven to do the right thing for our customers. Be passionate in putting things right when they have gone wrong.
* Have the ability to consider alternative means of resolution.
If you're looking for a career path that has great teamwork, training, rewards, long-term scope and is going places - apply now!
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
Thank you for your interest in working for us. Unfortunately, due to the volume of responses we cannot reply to every applicant, if you haven't heard from us in two weeks please assume you have not been successful.
Job Type: Full-time
Pay: Up to £29,500.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* On-site parking
* Referral programme
* Store discount
Schedule:
* Day shift
* Monday to Friday
Experience:
* Customer service: 1 year (required)
Work Location: In person
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