Job Ref: 215092266

Date: 2021-11-05 15:48:24

Apply Now

Working alongside our Customer Operations Team, you will be responsible for leading the Complaints Team in investigating, resolving and reporting on customer dissatisfactions. You will also be a role model for the colleagues on the team by engaging directly with customers and demonstrating excellent customer service as well as providing valuable feedback to key stakeholders on the Customer Journey.

Responsibilities

* Manage own caseload, ensuring all complaints are handled within defined SLAs from receipt to conclusion

* Contact internal and external parties for relevant information required to investigate and close the complaint

* Ensure that all complaints are handled with the highest possible standard of customer care

* Feedback and provide recommendations for improvement. Handling feedback from multiple channels with a view to appeasing dissatisfied customers

* Working strategies and campaigns to improve customer experience

* Handling complaints relating to sales-based issues, technical or account issues

* Identifying challenges and suggests solutions for the improvement of the operation and client/customer interactions

* Line Management of Complaints Handler(s)

* Reporting on Complaints SLAs and Trends Analysis

Essential Experience

* Complaints handling experience within a Contact Centre Environment

* Line Manager Experience

Role Requirements / Skill set

* Excellent time keeping

* Ability to work under pressure and towards strict targets and deadlines

* Customer Focused

* Self-motivated and organised

* Excellent inter-personal and communication skills

* Attention to detail

* Proficient in Microsoft Word, Excel and Powerpoint

* Adapts effectively to changing circumstances

* Identifies problems/opportunities in the making

* Analysis and Reporting

* Results Driven with a commitment to quality

Competencies

* Communication: Ability to communicate at all levels. Written communication is professional and concise. Is aware of different communication styles and adapts appropriately. Uses language appropriate to the bp pulse culture and professionalism

* Change Initiates and drives change. Adapts effectively to changes circumstances, challenges the norm and, where appropriate, escalates challenges to Operational Managers with solutions offered.

* Negotiation and Influencing Ability to negotiate and influence at all levels. Forges and maintains client relationships. Serves as a role model and displays Company Values at all times.

* Self and Time Organisation Organised and motivated with a strong attention to detail. Ability to coordinate activity through multi-streams and complete administrative tasks in an efficient and timely manner. Gets things done and overcomes operational challenges.

* Providing Excellent Customer Service: Deliver superior customer service with a passion for service and quality.

* Excellent telephony and Written skills: the ability to articulate complex and challenging decisions in a clear and simple way without compromising the level of customer service and providing accurate resolutions/letters.

* Strong Attention to Detail: Ensures processed information complies with relevant procedures and policies. Work efficiently and accurately to ensure a fair outcome with a swift, efficient, and Customer Obsessed attitude.

* Team Working: Works co-operatively, openly exchanging information and supporting colleagues to achieve business goals

Apply Now