We are looking for a Feedback & Resoloution Advisor:
Receiving complaints, compensation requests and reports of customer dissatisfaction registered via multiple channels including : the customer portal, webchat, phone, email, face to face and the customer feedback platform.
Assisting the Senior Feedback and Resolution Advisers with complaints and compensation claims resolution.
This includes timely contact with the customer; liaison with service team colleagues to gather information, agreeing actions to address dissatisfaction; updating all systems and issuing correspondence within target timescales.
Responding to real time dissatisfaction comments processed from the customer feedback platform.
This includes taking action to investigate, escalate where necessary to ensure a resolve for any customer dissatisfaction.
Assisting with preparation of quality and performance monitoring data including updating information boards and monitoring cases to ensure performance targets are met.
Actively participating in activity to engage customers in the service and seek their views on service delivery and improving customer experience and satisfaction.
Being aware of and adhering to key Citizen policies and procedures, including Health and Safety, GDPR, Equality and Diversity and Safeguarding.
Undertaking any other duties commensurate with this post as reasonably requested, including handling customer incoming calls or emails in business continuity or period of high business demand.
To fulfil the requirements of this role you will have experience, skills, and knowledge in the following areas:
The successful candidate must have:
Educated to GSCE or equivalent standard in English and Maths
Demonstrable relevant experience of working in a pressurised customer services environment in a similar or related role.
Proven experience of working with computerised systems and data inputting (including Microsoft office systems)
Experience of dealing with vulnerable customers, some of who may be demanding or under stress.
Experience of working effectively and constructively as part of a team to support the delivery of business and other objectives and outcomes
Experience of problem solving and dispute resolution
Knowledge of Complaints, Compensation and Customer Feedback policy
Excellent customer service skills.
Ability to be assertive if necessary and deal with difficult situations and negotiate with internal and external customers to problem solve and resolve disputes.
Excellent listening, written and verbal communication skills to enable effective communication with all customers.
Able to handle incoming and outgoing customer calls.
Ability to work accurately and efficiently under pressure and to tight deadlines organising and prioritising own workload.
Ability to administer multiple cases, ensuring case records are accurate and up to date and performance targets are met.
Able to make informed decisions and operate within guidelines, recognising the need to use own judgement in certain situations.
Positive and adaptable to change. Embraces the need for and adapts positively to change, resilient to challenges, obstacles and handling conflict.
Awareness of our values and ability to give examples of how these have been demonstrated
Demonstrates understanding of and commitment to principles of equality and diversity.
Flexibility with working hours to reflect the reactive nature and operating hours of the service.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.