Case Handlers x 10

Job Ref: SA/C/CH
Sector: Call Centre
Job Type: Permanent
Date Added: 05 March 2019
  • Cheadle, Greater Manchester, North West, England SK8 2DY
  • £20,000 - £23,000 per Annum
    ANNUM
  • Natasha Lewis
  • 0161 228 7541
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Case Handlers x 10. Based in Cheadle, easily accessible by public transport from City Centre and surrounding areas. UKs leading motoring organisation. Permanent opportunities. £20 - 23,000 P/A plus benefits.

 

         The Role:

 

To enhance the UKs leading motoring organisations Customer Service Delivery through the management of an excellent complaint handling service for all telephony/written/email complaints, including those of a serious and contentious nature, while adhering to Financial Conduct Authority regulations and the organisations brand values at all times.

 


  • The job holder will deal with Insurance, Road, Membership and B2B complaints


  • Accurately record all complaints, actions, findings and corrective activity


  • Treat all cases fairly and on an individual basis


  • Liaise with all internal and external departments


  • The job holder will be responsible for the day to day management of their own workload, ensuring that cases are dealt with within regulatory timescales.


  • Delivery of KPI's that drive personal quality.


  • Advocate customer centric approach to handling dissatisfaction across the organisation.


  • Business Subject Matter expert for customer dissatisfaction - provide advice and guidance to other team members to share best practice.


  • The job holder will display a comprehensive knowledge of the organisations products, services and associated systems.


  • Work with the senior management team to identify root causes for complaints and identify service improvements to address these.


  • Ensure that compensation to complainants is within defined authority levels and proactively seek optimum ways to resolve customer complaints in allocated caseload.


  • Provide support to other operational departments when required


     

    Capability, Knowledge and Experience:





  • A real desire to provide outstanding levels of customer service


  • Proven ability to manage and resolve complex complaints at all levels.


  • Proven understanding of the sales environment 


  • High level of customer awareness, including disability responsibilities.


  • Very high level of tact, diplomacy and a resilient nature


  • Ability to be consistently empathetic and friendly, whilst remaining professional, and balancing customer and business needs.


  • Ability to remain calm and customer focused when under pressure


  • Proven ability to use own initiative.


  • Ability to write bespoke letters to resolve customer complaint, fairly and effectively.


  • Confidence and ability to converse with management at all levels.


  • Ability to converse clearly, good diction, and good standard of spoken English.


  • Good standard of written English, including spelling and grammar. Ability to write clear, concise business letters.


  • Ability to gather data logically while paying attention to detail. A methodical, diligent and robust approach displayed to ensure that all data is gathered and cases are dealt with appropriately.


  • Analytical, logical and sensible approach to problem solving.


  • Displays ability to work as part of a team - flexible and willing to pitch in to help others.


  • Understands the brand values, and the importance of protecting the brand and doing the right thing by the customer.




          Personal Characteristics:

 


  • Enthusiastic, self-motivated and with a can do approach.


  • Resilient & calm.


  • Looking for a career - willing to learn, train and broaden their experience.

     

    Hours of Work:

     

    37.5 hours per week. May include the occasional Saturday with a day off given during the week. 8 hours per day between the hours of 08:00 - 20:00


Blue Arrow
02/04/2019 09:00:00
GBP 20000 20000