|Salary||£24000 - £31000 per annum||Sector||Call Centre & Customer Service|
Your role as Customer Representative will be to support our customers by a variety of contact methods but mostly in person. The role plays a big part in maximising customer satisfaction and driving down unnecessary customer contact and supporting our vulnerable customers during operational events.
The role reacts quickly to incidents and individual customer issues, taking ownership through to resolution - typically those relating to operations and revenue service failures.
If you pride yourself on delivering excellent customer service, then we would like to hear from you!
What will this role involve?
Provide maximum visibility to customers during customer incidents, events or complaints, in person with customers.
Where necessary, introduce our loss adjuster processes to customers.
Revisit customers after incidents and events to proactively offer aftercare advice, preventing repeat contacts and improving customer satisfaction and brand reputation.
Manage relationships and influence key stakeholders within the business, escalating issues where appropriate.
Protect the company reputation by reducing unnecessary contacts and complaints and enhancing customer satisfaction.
Supporting our Vulnerability programme by identifying customers who qualify to be added to our register for extra help also attending community events and increasing stakeholder engagement.
Feedback clear visit outcomes and provide where appropriate, recommended actions for resolution whilst identifying any underlying trends driving customer complaints.
With limited support from the Team Administrator, responsible for own diary, prioritising as needed.
Provide your own transport (which meets the company policy) and be able to travel across the region.
Part of a team shift rota and standby arrangement which provides a service 24/7.
What skills are we looking for?
You will ideally be qualified to degree level or equivalent and have a good understanding and strong track record of providing excellent customer service.
As this is a customer facing role you will be a confident communicator with the ability to connect at all levels - both one to one and with groups of customers.
We are keen to speak to people who have a genuine passion for helping customers and seeing things through to resolution. You will be able to self-manage and have strong decision making skills and be used to working under pressure, to very reactive and tight deadlines.
Due to the nature of this role you must be able to demonstrate an ability to be accommodating and positive to ever changing customer and business needs.
You will have excellent attention to detail, ensuring you are capturing and recording your various interactions with our customers and the impact you are having. This data will be used to help measure performance.
To be considered for this role you must have your own vehicle and need to have a clean driving licence.
The salary for this role will be £24,000 to £31,000 depending on experience. You will receive an enhancement when you are on the standby rota and a mileage allowance. Our excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus many more.