Customer Service Assistant

TN United Kingdom; Reading; On-site; GBP 27,000; Full time

Job summary

An established industry player is seeking a Personal Case Manager to deliver exceptional customer experiences. In this role, you will manage customer inquiries and correspondence, ensuring timely and personalized resolutions. Your strong communication skills and attention to detail will be crucial as you build relationships and maintain knowledge of the company's products and compliance standards. This is a fantastic opportunity to be part of a dynamic team that values quality service and continuous improvement. If you are passionate about customer relations and have a knack for problem-solving, this position is ideal for you.

Qualifications

• Experience in customer service with a focus on resolving complex issues.
• Ability to maintain high-quality standards in customer interactions.

Responsibilities

• Manage customer calls and correspondence professionally and promptly.
• Build relationships with customers and internal teams to enhance service.

Skills

Strong communication skills

Ability to influence

Attention to detail

PC literate

Good Excel skills

Ability to handle challenging customers

Interest in platform development

Effective time management

Job description

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Role Title – Personal Case Manager

Role Purpose: To deliver a first-class experience that aligns with the product by managing customer calls and correspondence in line with the Customer Relations Hub vision and philosophy. To develop effective working relationships and be a role model to internal and external colleagues, demonstrating core business values. The role involves understanding the business, facilitating the resolution of complex tasks and cases, while managing costs in a customer-centric manner.

Duties

1. Handle all calls and correspondence professionally, investigating thoroughly and promptly, using all available resources to ensure effective, timely, and personalized resolutions.
2. Receive calls and correspondence, which may include requests for information, complaints, roadside assistance, or other matters related to the company's products.
3. Build and continuously update individual specialist knowledge regarding the company's products, strategy, and relevant regulatory compliance (FCA, GDPR).
4. Develop technical knowledge of smart products and services to provide technical support to customers.
5. Build relationships with the Centres and involve them in matters concerning their customers.
6. Ensure that all goodwill gestures are personalized, tailored, and reflect the customer's experience of inconvenience.
7. Maintain up-to-date knowledge of processes and procedures across all channels.
8. Demonstrate quality standards in all interactions across channels, adhering to training and documentation.
9. Be a role model for company operations, demonstrating business values consistently.
10. Achieve set KPIs consistently: Answer 95% of calls within 10 seconds, handle 95% of incoming calls, and resolve quick wins within 24 hours.
11. Provide flexibility to support the business and line manager as needed.
12. Perform additional tasks as reasonably requested to support business needs with high-quality outputs.

Skills, Knowledge, and Experience

• Strong communication skills
• Proven ability to influence
• Attention to detail, producing high-quality results
• PC literate, with good Excel skills
• Ability to handle challenging customers and dealers positively
• Interest in platform development and progress
• Effective time management to handle workload efficiently

Salary up to £27,000 per year. Shift hours are within opening hours: Monday – Friday 08:00 – 18:00, Saturday 09:00 – 13:00 (one weekend in four). Hours per week vary between 35 and 40.