Customer Care Executive
Location: Stoney Stanton or Warwick
Type: Permanent, Full-time, Hybrid
Salary: £23,400 - £26,500 (Dependent on experience)
About the Role:
We are looking for a Customer Care Executive to deliver exceptional support and service to our customers, addressing escalations beyond the Customer Service team's remit. This role involves managing complaints with professionalism and efficiency, driving improvements in customer experience, and supporting continuous improvement efforts.
You will work closely with Service Managers, Team Leaders, and cross-functional teams such as Legal, Compliance, and Data Protection to ensure customer issues are resolved promptly. Reporting directly to the Complaints Team Manager, you'll play a pivotal role in maintaining high service standards and providing regular reports to divisional managers and the Board.
Key Responsibilities
- Conduct day-to-day analysis of newly received complaints, ensuring they are logged and managed within response deadlines.
- Provide guidance, reassurance, and support to customers raising escalated complaints, many of whom may be distressed or frustrated.
- Ensure complaint investigations are thorough, including gathering all relevant evidence and documentation.
- Work alongside teams to review and improve complaint handling processes and policies, collaborating with the Data Privacy and Compliance teams.
- Produce regular reports on complaint trends and statuses, providing insights to management for continuous improvement.
- Accurately update CRM systems, ensuring all complaint cases are documented with detailed, up-to-date notes.
- Act as a liaison between departments to ensure smooth communication and closure of complaint cases.
- Attend and conduct meetings, both on and off-site, to support complaint resolution.
- Proactively monitor and respond to social media complaints across multiple platforms, maintaining our brand's reputation.
Key Skills & Requirements
- Educated to GCSE level or equivalent.
- Previous experience in complaints handling, compliance, or customer service.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Strong communication skills, with the ability to manage difficult conversations with tact and empathy.
- Excellent organizational and administrative skills, able to manage multiple cases with strict deadlines.
- Experience in complaints management and handling social media escalations would be advantageous.
- Knowledge of customer satisfaction surveys and CRM systems is a plus.
- Ability to work both independently and as part of a team.
Work Location
This is a hybrid role, requiring 3 days per week in the office at Stoney Stanton or our Head Office based in Tachbrook Park Warwick, and 2 days working from home.
Why Join Us?
At our company, you'll be part of a supportive team focused on continuous improvement and providing an outstanding customer experience. This role offers the opportunity to make a real impact by helping us maintain high standards of service and satisfaction.
What we can offer you!
- 25 days annual leave
- Holiday Purchase Scheme
- Private medical insurance (single cover)
- Company pension scheme (Salary sacrifice - single matched contributions to 4.5% for first 2 years, up to 7.5% after 2 years)
- Onsite canteen
- Free onsite parking
- Discounts/Cashback/Offers from major retailers
For a full list of our benefits visit: https://about-us/careers