The Role

The role is 7:30 till 16:30, Monday to Friday, lunch 60 minutes.  The position is a salaried position and more hours within the responsibility of this role will be required.

Holiday allowance is 25 working days plus bank holidays.

Probationary period for three months. 

Purpose

Processing customer complaints coming into the business.

Resolving customer complaints to a certain level.

Supporting with administrative support to the Quality team.

Coordinate site visits for members of the Quality team.

Duties

First receiver for all customer complaint emails into the business. 

Create complaint records and manage through to resolution stage.

Investigate complaints against company policies and procedures and regulatory guidelines.

Proactively resolve most product issues in line with ‘first time resolution’.  Where this is not possible effectively collating all necessary information to escalate to relevant member of the team.

Provide technical advice as required.

Proactively contact customers to resolve queries.

Create and maintain site visit log

Provide admin support to all Quality Team as and when required.

Coordinate site visits for QA team members and site surveyors (e.g. route planning and accommodation)

Coordinate fitting/installation team visits carrying out product replacement.

Cover for colleagues during holidays.

Continuously improve product/job knowledge through learning opportunities

Knowledge:

Sales Force CRM

How to deal with difficult customers

Product Knowledge

Power BI

MS Office

Importance of Customer Service

Skillset:

Ability to deal with difficult conversations & manage conflict

Problem solving skills

Multi-tasking

Questioning Techniques

Active listener

Excellent communication skills (written and oral)

Time Management

Our Referral Incentive:

Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back from us you have not been shortlisted for this role. Please continue to check our website for any other roles  which may be of interest.

We offer a £500 referral if you introduce someone we place - see our website for details 

We regret that this client is not prepared to sponsor work permit or work permit transfer applications. Candidates must be able to prove their eligibility to work in the UK