Customer Relations Executive

Certsure LLP; Dunstable; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Relations Executive to enhance customer service through effective complaint resolution. This role involves liaising with various stakeholders to ensure timely and satisfactory outcomes for customer complaints. With a commitment to excellence, you will analyze recurring issues and suggest improvements to processes. The company offers a supportive environment with opportunities for personal development and a range of benefits, including flexible working arrangements and private medical insurance. Join a team that values integrity and customer satisfaction.

Benefits

25 Days Holiday

Employee Assistance Programme

Employee Discount Platform

Flexible Working

Learning Opportunities

Life Assurance

Loyalty Awards

Workplace Pension

Private Medical Insurance

Enhanced Sick Pay

Qualifications

• Proven experience in a customer service environment.
• Excellent written and verbal communication skills.

Responsibilities

• Record and respond to customer complaints promptly.
• Consult with technical staff and escalate high-risk complaints.

Skills

Customer Service Experience

Written Communication

Verbal Communication

Conflict Resolution

Organisational Skills

Problem-Solving

Education

A Level or Degree

Tools

Microsoft Office

SAP CRM

Job description

Are you passionate about delivering exceptional customer service and resolving complaints efficiently? Certsure is looking for a dedicated Customer Relations Executive to join our team on a 9-month secondment and ensure technical excellence in every complaint resolution.

What You'll Be Doing

• Record, review, and respond to customer complaints promptly and effectively.
• Take ownership of complaints, liaising with all relevant parties to ensure timely resolution.
• Organise and plan your workload to meet performance targets.
• Consult with technical staff and escalate high-risk complaints to the Customer Relations Team Leader/Manager.
• Identify recurring issues and contribute to solutions to enhance customer service.
• Produce data on complaint volumes, response times, and types for management reports.
• Review and suggest improvements to our processes.
• Adhere to Health and Safety policies and undertake other duties as required.
  
  

Essential

What We're Looking For:

• Proven experience in a customer service environment.
• Excellent written and verbal communication skills, with the ability to handle conflicts calmly and diplomatically.
• Ability to investigate complaints, identify solutions, and communicate decisions effectively.
• Strong organisational skills with the ability to prioritise tasks and work independently.
• Proficiency in Microsoft Office packages.
• Commitment to Certsures values and behaviours.
• Ability to work collaboratively across the organisation.
• Takes ownership of personal learning and development.
  
  

Desirable

• Understanding of regulatory requirements for certification bodies.
• Educated to A level or degree standard.
• Ability to analyse business processes and suggest improvements.
• Previous experience with SAP CRM systems.
  
  

Our Benefits Include, But Not Limited...

• 25 days holiday a year (plus bank and public holidays)
• Employee assistance programme
• Employee discount platform
• Flexible and hybrid working (depending on the role)
• Learning opportunities
• Life assurance
• Loyalty awards
• Workplace Pension
• Private medical insurance
• Sickness pay - Depending on your length of service, you could be eligible for our enhanced sick pay which is above the Statutory Sick Pay (SSP) amount.
  
  

About Us

Certsure provides industry-leading certification schemes and support to the building services sector. These services are delivered through the NICEIC brand.

For almost 70 years, NICEIC has been the UKs largest certification body for electrical businesses with over 40,000 currently certified with us. As the industry leader, we drive the highest standards of competence and safety.

We assess, certify and train electricians, plumbers, renewable energy installers, and gas and heating engineers. To become certified, businesses must demonstrate their compliance with technical standards and industry best-practice through rigorous assessments and continuing professional development.

Trade professionals look to us for certification and technical leadership, and value the credibility our name gives theirs. We provide ongoing advice and support and list their businesses on our online Find a trusted NICEIC tradesperson tool.

We help build public trust in trade professionals and we never compromise on that trust. We work alongside government and industry to shape policy and drive standards. Many UK businesses, government organisations, local authorities and landlords will only work with NICEIC-certified businesses.

PLEASE NOTE: As an employer, Certsure does not provide sponsorship as a licenced UK employer.