Hybrid Customer Resolution Specialist

Bionic; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Private healthcare cover

Employee Assistance Programme

Eyecare scheme

25 days annual leave + bank holidays

Hybrid work options

Job summary

Bionic, London-based, is seeking a Customer Resolution Expert to own the end-to-end complaint journey and deliver a fair outcome for customers. You will investigate, gather evidence, and communicate with customers while meeting regulatory requirements.

You’ll manage multiple cases, provide updates, and drive improvements to the customer journey in a fast-paced, hybrid environment at London Liverpool Street.

Qualifications

• Exceptional communication skills (verbal, written and listening) with the ability to empathise and show compassion.
• Confidence presenting and summarising complex scenarios, with an awareness around the importance of how it’s delivered.
• Confidence in supporting team members, reviewing work, and delivering feedback where needed.
• Proven experience in adapting your problem-solving skills, you’ll be able to listen, digest information and act accordingly with the customers and Bionics interests at forefront.
• An exceptional attention to detail.
• Your resilience in working through challenging cases to reach a solution, always maintaining a ‘can-do’ attitude.
• You’re motivated by providing high levels of customer service & complaint resolution.

Responsibilities

• Investigation and resolution of customer complaints to meet the expectations of our business and customer.
• Responsibility for each customer complaint and accountability for customers end-to-end journey through the complaint process.
• Ensuring that each interaction with our customers exceeds their expectations.
• Confident dealing with challenging conversations.
• Proactively contact complainants, providing regular updates and details on what they can expect.
• Regular complaints reporting to key stakeholders.
• Identify and provide root cause analysis information to drive continuous improvement in the customer journey.
• Working towards targets such as complaint closures and response times.
• Working with compliance on ensuring we are working within the complaint regulation/policy.

Skills

Customer service

Complaint handling

Communication

Problem solving

Attention to detail

Resilience

Empathy

Job description

Bionic, London-based, is seeking a Customer Resolution Expert to own the end-to-end complaint journey and deliver a fair outcome for customers. You will investigate, gather evidence, and communicate with customers while meeting regulatory requirements.

You’ll manage multiple cases, provide updates, and drive improvements to the customer journey in a fast-paced, hybrid environment at London Liverpool Street.