Customer Support Specialist/Altrincham/Financial Services

Opus Recruitment Solutions Ltd; England; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

Join a leading innovative customer solutions company as a Customer Escalations/Complaints Agent. In this pivotal role, you'll manage customer complaints, ensuring fair outcomes while advocating for customer needs. Your analytical skills will help identify root causes and enhance the customer journey. With a hybrid work model and a supportive environment, this is a fantastic opportunity to make a significant impact in a dynamic team. If you're passionate about customer service and ready for a rewarding challenge, this role is for you!

Benefits

26 days annual leave

Healthcare

Annual salary reviews

Qualifications

• Experience in handling customer complaints and resolving conflicts.
• Strong communication skills for effective customer engagement.

Responsibilities

• Manage and resolve customer complaints efficiently.
• Conduct investigations into escalations and implement solutions.

Skills

Customer Service

Conflict Resolution

Analytical Thinking

Communication Skills

Problem Solving

Job description

Are you passionate about transforming customer challenges into positive experiences?

Or perhaps you are looking to join a transforming business where you can really shape your career?

Our client is a leader in innovative customer solutions and is looking for a dedicated Customer Escalations/Complaints Agent to join their Customer Service team. They are a constantly evolving business that has consistently generated $6 million in revenue, and they want you to make a significant impact in this crucial role.

What You'll Do:

• Efficiently manage and resolve customer complaints, ensuring timely and fair outcomes in line with company policies.
• Conduct thorough investigations into escalations, collaborating with internal departments to gather insights and implement effective solutions.
• Accurately document all interactions, resolutions, and escalations in our systems to support compliance and drive continuous improvement.
• Act as a customer advocate by identifying recurring issues and sharing valuable feedback to enhance the overall customer journey.

Who They're Looking For:

• A seasoned customer service professional with proven experience in handling complaints and resolving conflicts.
• An outstanding communicator with excellent written and verbal skills, capable of navigating challenging conversations with empathy and professionalism.
• An analytical thinker with strong problem-solving abilities to identify root causes and deliver lasting solutions.
• A resilient and adaptable team player who thrives in a fast-paced environment and can manage multiple priorities with ease.
• Experience in the financial services sector, along with an understanding of industry regulations, data protection laws, and consumer rights, is a bonus.

This hybrid role offers a flexible schedule—spend 2 days a week in their Altrincham Office and work remotely for 3 days. Fluency in Portuguese and English is essential, as you'll engage with customers across multiple channels, including email, phone, and live chat, to deliver exceptional support.

In return, they offer a salary of up to GBP 25,000, 26 days annual leave, healthcare, and annual salary reviews.

Ready to take the next step? Apply now or send your CV to the contact provided to start the conversation!