Customer Services Technician

• Monitoring various email inboxes to identify complaints, passing on non-complaints to the appropriate teams.
• Recording complaints on the appropriate logs and maintaining accurate records throughout the resolution process.
• Acknowledge complaints within regulatory and internal SLA timescales.
• Thoroughly investigate complaints, taking into account internal policies and procedures whilst managing customer expectations.
• Determine whether or not a complaint is justified and recommend restorative action.
• Compose responses to customers / stakeholders outlining the complaint, details of the investigation and outcome.
• Completion of ancillary tasks such as ORICs, payment requests and compensation authorisations

• Good standard of education - A Level or higher.
• Strong analytical skills together with attention to detail and a desire to seek equitable solutions for customers / stakeholders.
• Strong written skills with the ability to pitch responses appropriate to a wide-ranging customer base, some of whom English will be a second language.
• Previous experience in a customer-facing environment ideally with significant experience in resolving customer complaints.

Your specialist: Angie Westmorland

Quote job ref: 15567

Hi I'm Angie, I am working on this amazing opportunity with one of the Island's leading employers, click apply now and I will be in touch.

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