Customer Resolutions Coordinator (20hrs/week)

Arcus FM; Redditch; Vor Ort; GBP 26.000 - 32.000; Teilzeit

Benefits dieser Stelle

4% bonus

25 days annual leave

Group personal pension (5-6%)

Life Assurance

Training Sponsorship

Discounts & vouchers

Zusammenfassung

Arcus FM in Redditch is hiring a part-time Customer Resolution Agent to handle escalations and complaints across calls, emails and other channels. The role is 20 hours per week, with shifts 7am–7pm over 7 days, offering a pro rata salary of £29,256 depending on experience.

You will manage end-to-end investigations, keep systems updated, and strive to resolve issues within SLAs. The ideal candidate is a confident, empathetic communicator with strong time management, attention to detail and a

Qualifikationen

• Confident, self-motivated, empathetic with strong communication skills.
• Detail-conscious with a focus on high-quality customer service.
• Able to handle sensitive/confidential information across multiple IT systems under deadlines.

Aufgaben

• Act as the first point of contact for escalations and complaints via calls, emails, and other channels.
• Own end-to-end work order complaint/escalation journey and ensure resolution within SLAs.
• Update all systems with notes and progress so colleagues can pick up work seamlessly.
• Identify root causes and provide solutions to recurring issues.

Kenntnisse

Customer service

Communication

Time management

Attention to detail

Problem solving

Jobbeschreibung

Do you enjoy working on complex and complicated queries?

Are you a problem-solver who enjoys finding quick resolutions?

Do you enjoy working within a team?

Yes? Then we may have the ideal role for you… working as our Customer Resolution Agent at our Redditch site on a part time basis.

About the Job

Your communication skills will be second to none, as you’ll be the first point of contact for all escalations and complaints for our internal and external customers. You’ll have excellent organisation and prioritisation skills, as you’ll manage the end-to-end work order complaint/escalation journey ensuring it’s resolved within the agreed SLAs. You’ll have exceptional administrative and time management skills as you’ll be receiving, responding, and managing requests via various channels such as: calls, emails, or phone. You’ll have excellent attention to detail skills as you’ll be updating all systems with relevant notes and progress updates, so your colleagues are able to pick up and run with it if required. You’ll be a solution focused individual as you’ll be able to identify route causes and provide solutions to reoccurring issues.

To be successful you will have:

You’ll be a confident, self-motivated, empathetic individual with strong communication skills. You’ll be detail conscious with a strong focus on achieving a high level of customer service. You’ll be capable of handling sensitive and confidential information capturing this onto multiple IT systems whilst working with conflicting deadlines.

This is a 20-hour per week role, working 7am – 7pm across 7 days, therefore flexibility is required.

For this role you’ll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!

In return for your hard work we would offer you:

• Salary: £29,256 (pro rata) per annum, depending on experience
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs

At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation