Customer Care Advisor
Posted 13 May by
Plus One Recruitment
Job responsibilities:
- Managing and promptly responding to customer queries across various channels to achieve a first-contact resolution whenever possible.
- Handling customer inquiries via telephone, email, and webchat.
- Taking ownership of queries and escalating them through the appropriate channels when necessary to ensure timely resolutions.
- Maintaining accurate records of customer interactions on their accounts, by company policies and procedures.
- Identifying opportunities to enhance processes and improve customer satisfaction.
- Experience of working own case load in line with SLAs
- Demonstrating active listening skills to truly understand and address customer needs.
- Assess and make reasoned decisions on company expenditure regarding instructing third party inspections and repair costs.
- Reinforce in the review and implementation of existing and new policies within the Customer Care Department.
- Visit brokers and dealers with senior management as required.
- Acknowledge receipt of complaints via letter, email, or phone from customers, Financial Ombudsman Service or other agencies and record them on relevant databases.
- Previous Customer Service experience related to the role.
- Excellent verbal and written communication skills.
- Problem solving / Critical thinking.
- Energetic & highly organised.
- Methodical & accurate attention to detail.
- Customer-centric focus.
- Able to work both independently and as part of a team.
- Ability to prioritise effectively, multi-task and adapt to changing priorities.
- Experience Working within Financial Services (desirable but not essential).
- Office based, Mon – Fri, 9 AM – 5:30PM
- 28 days holidays plus 3 Bank Holidays (Christmas, Boxing Day and NYD)
- Pension Scheme
- Close-knit team
Reference: 52644896
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