Job Title

CUSTOMER ESCALATIONS EXECUTIVE – REF JO409

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Job Description

Benefits

  • Our client is offering a salary up to £24,500
  • Company bonus scheme depending on performance

Job Summary

Our client based in Woking town centre are seeking a Customer Escalations Executive to respond to escalated customer disputes and complaints in a polite and efficient manner and in line with company policies.

Job Description

  • Accept and respond to a wide range of escalated queries from Customers.
  • Investigating complex issues, prioritising and implementing appropriate solutions in line with department guidelines, and escalating issues to the Customer Escalations Manager where appropriate.
  • Work within the SLA’s set out by the business, adhering to risk and compliance procedures at all times.
  • Being a point of clarification for customers on regulatory rules and procedures.
  • Being a point of clarification for Customer Services
  • Provide ongoing feedback and root cause analysis back to the business for continuous improvement
  • Ensure customer complaints are dealt with efficiently and effectively and take responsibility for resolving problems in a timely manner.
  • Liaising with outside agencies in order to effectively manage issues and reporting back recommendations to the wider business.
  • Ensure effective record-keeping for all customer contacts in order to comply with regulatory requirements.
  • Representing the company at business meetings with outside agencies

Skills and Knowledge Required

  • Previous complaint handling experience
  • Attention to detail
  • High level of computer literacy
  • Intermediate user of Microsoft Office, especially MS Excel.
  • Excellent written and oral skills.

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