Customer Relations Advisor

The Business Connection Group; Ellesmere Port; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Company events

Company pension

Free parking

Health & wellbeing programme

On-site parking

Job summary

The Business Connection Group is seeking a Customer Relations Advisor in Ellesmere Port. You will investigate and resolve complaints within agreed service levels, liaising with internal and external parties to ensure the highest standards of service.

You will have experience with complaint procedures and resolution processes, and strong communication skills to document and report trends while supporting continuous service improvements.

Qualifications

• Experience with complaint handling procedures and service standards.
• Ability to document, report and identify trends in complaints.
• Excellent written and verbal communication with customers and suppliers.

Responsibilities

• Investigate and resolve complaints within agreed service levels.
• Liaise with internal/external parties to ensure high service standards.
• Build relationships with customers and suppliers to provide consistent information.
• Collaborate with operations and customer service teams to meet objectives.
• Suggest process improvements and participate in ongoing training.

Skills

Complaint handling procedures

Service standards

Effective communication

Documentation & reporting

MS Office usage

Tools

MS Office

Job description

Job Description

Working for this well-established, innovative and progressive company, the Customer Relations Advisor will join a motivated team, investigating and resolving complaints within the agreed service levels and quality framework. Liaising with all involved parties, both internal and external to ensure the highest standards of service in all areas are met at all times.

You will need to have previous experience in the procedures and regulations relating to complaint handling, service standards and resolution processes within a professional environment.

The Customer Relations Advisor will be working Monday to Friday 9am-530pm. Hybrid working is available following the training period.

The successful Customer Relations Advisor will be rewarded with 23 days' holidays (plus Bank Holidays); quarterly staff awards; hybrid working; duvet and charity days; enhanced family leave; health and wellbeing support including Medicash, gym discounts, Perkbox, free onsite parking.

Key Responsibilities

• Responsible for investigating and resolving complaints within the agreed service levels and quality frameworks
• Liaising with all involved parties, both internal and external to ensure you maintain the highest standards of service in all areas
• Building strong relationships with customers, both internal and external, whilst ensuring you provide consistent advice and information pertaining to any complaints relating to the service
• Working collaboratively with other members of the operations department and liaise with the internal customer service and supplier management teams to achieve your objectives
• Contribute to the development of customer services/customer relations through identification of process improvements, participation in meetings, liaison with other areas of the business and ongoing training and development

Knowledge and Skills

• Knows the procedures and regulations relating to complaint handling, service standards, and resolution processes within a professional environment
• Understands how to interpret technical service issues
• Knows how to document, report and elevate complaint trends, and how to identify root causes in collaboration with other operational teams
• Understands the use and purpose of systems and databases for tracking and reporting service issues and outcomes
• Communicates effectively and empathetically, both verbally and in writing, when dealing with customer complaints or service failures
• Liaises with suppliers and internal departments to gather facts and negotiate satisfactory resolutions
• Organises and prioritises tasks in response to complaints with varying levels of urgency and complexity
• Uses MS Office (Word, Excel, Outlook) to produce reports, record correspondence and manage workloads

KEYWORDS: customer, complaints, resolution, SLA, quality

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.

Benefits

• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking

Work Location: Hybrid remote in Ellesmere Port