Career

ESCALATIONS ADVISOR

THE ROLE

As a member of our Escalations Team you will be responsible for resolving high-level complaints over the phone. In order to resolve the issues you will investigate customer accounts to achieve a full understanding of their complaint. You will use objection handling and negotiation skills to explore the customer complaint, identify the root cause and achieve a resolution on the dispute.

SKILLS AND EXPERIENCE REQUIRED

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

  •  Confident and professional telephone manner and ability to build rapport
  • Able to negotiate and influence confidently at all levels
  • Experience of a call centre, customer services or telecoms background
  • Direct retentions or sales experience is advantageous
  • Excellent customer care skills and customer focused attitude
  • Self motivation with positive approach to targets

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

£15,750 – £17,750

BENEFITS

  • 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

JOB TYPE

Permanent

LOCATION

Manchester, M22 SY

WORKING HOURS

Monday to Friday

9.00am to 6.00pm