Customer Resolution Team Leader
Location: Leatherhead
Job type: Full time (Office based) Monday - Friday (9-5)
Salary: up to £33000 - £35000 pa (+ 8% annual company performance bonus)
Great benefits including 26 days holiday + bank holidays, modern offices, free onsite parking, pension, regular pay reviews and annual company performance bonus.
Core areas of responsibility:
1. Complaints Frameworks
2. Root Cause Analysis (RCA)
3. Social Media
4. Ombudsman-level complaints
5. Reporting & training
The Role:
1. Investigating complaints
2. Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media
3. Supporting Root Cause Analysis
4. Coaching & developing
5. Pro-actively managing complaints received via social media platforms
6. Complaints reporting
7. Complaint handling training
8. Dealing with customer complaints
9. Delivering complaints reporting & analysis
10. Demonstrating and developing a sound knowledge of external regulations
11. Building strong relationships
12. Collating and delivering performance data
13. Demonstrating ownership of core processes
14. Accountability for personal development
15. Maintaining a strong team brand image
Person Specification:
1. Excellent communication skills across a variety of channels
2. Full working knowledge of Microsoft Office
3. Numeracy & grammatical skills
4. Flexible & adaptable approach to working
5. Accuracy & attention to detail
6. Comfortable working in a team environment
7. Strong organisational skills
8. Experience of working in a KPI-driven environment
9. Competent in managing customer complaints & escalations
10. Experience producing management information and reports
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