What you will be doing

You will be working in our UK Head Office communicating with customers and internal stakeholders to resolve a multitude of queries. 

Key responsibility

• Undertake Customer Care Team operations and ensure effective management of:
• Refund process.
• Customer Complaint Resolution.
• Customer Review platforms and webmail.
• Voucher management – referrals.
• Customer call handling.
• Manage the Service Now tickets responses and ensure we have capacity to meet the demand.
• Work with a variety of stakeholders to directly resolve the most complex complaints with customers.
• Identify any opportunities to drive an improve customer experience.
• Provide suggestions and actions to improve service to the Customer Care Team Leader, the Call Centre Manager and the wider Back Office Team.
• Ensure clear and decisive communication channels between stores and customer care team. 
• Be resolution focused and drive exceptional customer experience. 
• Monitor the Amplifon APP helpline and ensure first line enquiries are handled.
• Provide front office system support to clinics.
• Ensure the process are followed correctly and in a timely manner for 
• RBL customers
• Newspaper coupons
• Train companies 

Skills 

• 2+ experience in customer care.
• Knowledge of MS Word, Excel, PowerPoint.
• Strong organisational skills.
• Resolution focus on service delivery / exceptional customer service.
• Great communication skills both written and verbal.

Taking ownership of queries and complaints, seeing them through to resolution.

Behavioural Qualities 

• Ability to influence and build relationship with different stakeholders.
• High sense of initiative and self-motivation.
• Focus on continuous quality improvement.
• Ability to work under pressure.
• Quick thinking and adaptable.

Proven ability to meet deadlines – with willingness to go above and beyond.

Edwards Lifesciences  

Baker Hughes  

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BigID  

Deliveroo  

Publicis Groupe  

Careem  

ether.fi  

Jellyfish  

BESIX