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:
* Complaints Frameworks
* Root Cause Analysis (RCA)
* Social Media
* Ombudsman-level complaints
* Reporting & training
The Role
* Investigating complaints
* Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media
* Supporting Root Cause Analysis
* Coaching & developing
* Pro-actively managing complaints received via social media platforms
* Complaints reporting
* Complaint handling training
* Dealing with customer complaints
* Delivering complaints reporting & analysis
* Demonstrating and developing a sound knowledge of external regulations
* Building strong relationships
* Collating and delivering performance data
* Demonstrating ownership of core processes
* Accountability for personal development
* Maintaining a strong team brand image
Person Specification
* Excellent communication skills across a variety of channels
* Full working knowledge of Microsoft Office
* Numeracy & grammatic...