CAREERS

CUSTOMER RESOLUTION OFFICER

THE ROLE

You will take ownership of a wide range of customer complaints, conduct a thorough and impartial investigation and provide a fair outcome for the customer giving consideration to material distress, inconvenience and financial loss. Where a resolution cannot be achieved you may be required to assist in the preparation of case files to be presented to Otelo, the telecoms ombudsman, for a final decision. As part of our commitment to ongoing improvement you will also ensure that wider issues identified through complaint handling are escalated to the relevant area of the business to be addressed and corrected.

SKILLS AND EXPERIENCE REQUIRED

To be considered for this role you will possess the following;

  • Previous experience of delivering excellent customer service and resolving customer complaints to the satisfaction of the customer
  • Excellent interpersonal skills and an ability to communicate confidently; personalising each customer interaction you have to make it as engaging and impactful as possible
  • Excellent written communication skills including previous experience communicating with customers via letter
  • Committed to producing high quality, error-free work with excellent attention to detail
  • Good time management and organisational skills, experience working to deadlines
  • Good working knowledge of Microsoft Word
  • A desire to improve yourself and the organisation to deliver benefit for the customer and enhance the customer experience

BENEFITS OVERVIEW

• Special discounts across a wide range of goods and services through the Verastar Rewards Scheme
• Automatic enrolment into the company pension scheme after three months
• Good performance is rewarded with a salary bonus up to 10%
• 28 days holiday plus up to five extra days for good attendance
• Regular pay reviews twice a year
• Additional bonuses available for lead generation
• Excellent career development opportunities
• Funding for external training courses through the training support scheme

SALARY

£16,000 – £18,000

BENEFITS

  • 28 days holiday plus up to five extra days for good attendance
  • Recognition of hard work with pay reviews twice a year
  • Flexible hours scheme
  • Childcare vouchers

JOB TYPE

Permanent

LOCATION

Manchester, M22 SY

WORKING HOURS

Monday to Friday

40 hours flexible working scheme