Customer Services Resolution Specialist - Chester

  • by Solid Recruit
  • Location Chester, Greater Manchester, UK
  • Salary £16,000 - £19,000 / year
  • 132 days ago
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Job Description:

The salary bracket will be £16,000 - £19,000 with standard benefits package (staff bonus up to 5%, PMI, Death in Service, discounted holidays, enhanced maternity, free travel insurance, subsidized parking in the city centre).

Working 3 out of 4 weekends on average. Shift work.

 

Purpose of the role- 

The customer services resolution team are responsible for ensuring that our customers have the best experience possible on their holiday by providing the very best levels of care and service.

Their core aim is to provide a positive, pro-active resolution service for any issues that customers may have before, during or after their holiday. This involves taking inbound calls and responding to inbound emails and finding solutions that make the customer happy. The role is varied, and contact from customers will vary from routine queries to complaints. 

Essential Experience:

  • Previous experience in a B2C customer services/ customer-care orientated role
  • Strong negotiation and issue resolution skills
  • Ability to consider and assess the benefits multiple outcomes and “think outside the box” to reach a successful outcome.

Desirable Experience:

  • Experience in a sales or cross selling role
  • Conflict resolution experience

Core Accountabilities:

The post holder will be a constant role model for the company values, and ensure they give every customer (internal and external) a ‘World Class Customer Experience’. Their role includes identifying, sharing and spreading best practise throughout the business, and demonstrating excellent teamwork.

They will ensure that all decisions are based on the achievement of the Company Strategic Pillars and alignment to the Company Values.


They will be accountable for delivery in the following areas:
                 

Customer Services

  • Management of incoming caseload – responding to customer contact within agreed service targets
  • Successful resolution of customer issues and complaints as quickly as possible to the satisfaction of both the customer and the property owner
  • Proactively identifying potential complaints/ issues and resolving quickly and proactively to minimise impact
  • Maintaining full and accurate written records of each case
  • Escalating any urgent/ high priority issues in line with company policies
  • Providing a professional and compassionate service that converts potential complainants into advocates for the business
  • Identifying any opportunities to upsell or cross sell appropriately with confidence and conviction
  • Working with the Owner Services team to liaise on cases requiring Owner input and decision making, ensuring internal teams are communicating well

 

Personal Management 

  • Effectively manage own time, resources and journey plans to achieve maximum efficiency and productivity
  • Role models values, philosophy and business goals and objectives.
  • Constantly seeks out opportunities for self-development
  • Remains coachable at all times
  •  Any other duties as are within the scope, spirit and purpose of the job as requested by your line manager.

     

    Note: This Role Profile reflects the present requirements of the post. As duties and responsibilities change and develop the role profile will be reviewed and be subject to amendment in consultation with the post-holder

Key Performance Indicators:

  • Cases resolved
  • NPS (Net Promoter Score) of customers.

 

Personal Attributes:

 

Other personal attributes are:

 

  • A positive and empathetic approach and demeanour
  • Customer-orientated approach with a desire to deliver great service
  • Forward thinking and forensic approach with the ability to spot and resourcefully avert problems before they happen
  • Excellent interpersonal skills with the ability to challenge constructively and build rapport quickly
  • Strong attention to detail and ability to process data and produce accurate written records
  • Strong written communication skills, and excellent spelling and grammar
  • Reliable and conscientious team player

 

 

Benefits

Pension, 5% Bonus, PMI, Death in Service, discounted holidays, enhanced maternity, free travel insurance, subsidized parking in the city centre

Key skills

Experience in B2C customer services/customer care-oriented role, strong negotiation skills,sales skills
  • Job Type Permanent, Full Time
  • Additional Salary Info Pension, 5% Bonus, PMI, Death in Service, discounted holidays, enhanced maternity, free travel insurance, subsidized parking in the city centre
  • Work Authorisation No
  • Industry Sector Customer Services
  • Years Experience 1+ years
  • Career Level Experienced (Non-Manager)