Customer Services Executive – PSM/16274

Thomas Cook; Manchester; On-site; GBP 22,000 - 28,000; Full time

Job summary

A finance company in Manchester is seeking detail-oriented Customer Operations team members. This role involves providing exceptional support, identifying customer patterns, and mentoring other staff. The ideal candidate should care deeply about customer service, have multi-channel experience, and be adaptable. Working hours will be on a rota basis from Monday to Saturday.

Qualifications

• Deep care for customer service is essential.
• Must be adaptable to change.
• Right to work in the UK is necessary.
• Excellent listening skills required.
• Experience with phone, email, and live chat is beneficial.

Responsibilities

• Provide exemplary customer support across various communication platforms.
• Identify patterns in customer feedback and address concerns.
• Help customers in vulnerable situations with appropriate support.
• Mentor new team members and assist in maintaining a customer-focused approach.

Skills

Customer service orientation

Adaptability

Active listening

Multi-channel communication

Job description

Our client is an independently funded and fully regulated finance company specialising in offering financing alternatives for online retailers and their shoppers.

Job Description:

We’re looking for detail-oriented, empathetic problem solvers to join our Customer Operations team in our Manchester office.

You’ll be the first point of contact for our customers who have questions, problems, feedback and compliments!

We want to delight our customers in any way possible. It could be something small or something big, as long as the customer is always the number one focus.

Responsibilities

• Providing the best customer support by talking directly and honestly with our customers and developing a deep understanding of what our customers really wants from us.
• Communicating with our customers through a variety of different mediums, based on our customer’s needs; whether that be through, email, calls or Live chat.
• Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier.
• Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them.
• Working closely with our internal team to act as the first line of defence to help spot and investigate trends.
• Dealing with tricky payment-related queries; investigating missing payments and Direct Debits.
• Understanding, prioritising and escalating our customers’ feedback. Plus, being the first port of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns.
• Supporting other members in the customer support team by being a point of escalation for other CSAs and mentoring new joiners. Plus making sure the rest of the company stays customer-focused.
• After you’re fully comfortable helping our customers, you’ll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team.

Qualifications

• Care deeply about customer service
• Are adaptable to change
• Have the right to work in the UK
• Are a great listener
• Have multi-channel experience (phone, email, live chat)
• You love donuts and karaoke

Additional Info

You’ll be working from our city center Manchester office Monday to Saturday on a weekly rota basis starting no earlier than 8am and finishing no later than 8pm (10am – 4pm on Sat).