Service Specialist
Northampton, Northamptonshire
This vacancy has now expired. Please see similar roles below...
- Logging, acknowledging and resolving customer complaints from any channel (written, telephone, social media) within the agreed timescales to the right standard.
- Working and dealing with colleagues at all levels both internally and externally in a professional manner.
- Prioritise workload and ensure individual and company targets are met.
- Accurately and comprehensively update customer management systems to record all relevant information.
- Make decisions using experience and judgement and negotiate/agree resolutions.
- Liaise with external regulatory bodies, such as The Furniture Ombudsman and Citizens Advice Consumer Service to ensure customer issues are resolved fairly and satisfactorily.
- Contribute to continuous service improvement by sharing feedback and learnings from route cause analysis through line
- At least 1 years relevant work experience in a contact centre environment
- At least 6 months experience in Complaint Handling
- A confident and effective communicator
- Someone with excellent grammar and punctuation who is able to draft letters with ease
- Someone who has an excellent telephone manner
- Remains calm and objective under pressure
- Motivated team member who supports team plans and priorities
- Able to show genuine empathy, patience and resilience, providing high level of customer care
- Able to work at pace, prioritising own workload
- Consistently high levels of accuracy and quality
- Takes ownership
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Building better communities
Our businesses span the trade, home improvement and DIY markets and our aim is to offer the best for our employees, customers, suppliers and the communities around us which helps bring our strategy to life.
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