Customer Relationship Advisor
- Recruiter
- Bluetownonline Ltd
- Location
- Bathgate, West Lothian, Scotland
- Salary
- Negotiable
- Posted
- 28 Jul 2017
- Closes
- 25 Aug 2017
- Ref
- MGPE-15
- Contact
- Elina Lund
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: Customer Relationship Advisor
Location: Bathgate
Salary: Competitive
The company was formed in February 2011 by a management team with over 20 years' experience in the energy services sector.
Job Overview:
The main purpose is managing all customer enquiries and achievement of service levels in line with service level agreements and key performance indicators.
Main Duties and Responsibilities:
- Act as a focal point for escalated customer complaints.
- Support the successful resolution of customer complaints both orally and written.
- Deliver to agreed service levels.
- Manage more difficult, sensitive and escalated calls and support customers through their customer journey.
- If required provide a face to face appointment to gain additional information and produce a comprehensive report of the complaint (with both written evidence, witness statements and photographic evidence as necessary).
- Provide and maintain a comprehensive tracker of live complaints ensuring regular contact is maintained between the customer and line manager and ensuring customer resolution so the tracker can be updated.
- Produce a monthly report for inclusion in Company board report with focus on trend analysis.
- Delivery of training on complaint handling and resolution as required.
- Ensure Form of Discharge is completed when required and that signed forms are stored securely electronically (in line with the Data Protection Act)
- Ensure provisions are in place to protect and support vulnerable customers and that all staff have training to identify and deal with such customers.
- Support a continuous improvement culture.
- Support the senior management team in delivering agreed strategic initiatives.
- Instil a customer facing culture to deliver best in class services.
- Manage projects and change that will improve the overall service delivery of the Department.
- Build excellent relationships with clients
Qualifications/Experience required:
- Successful customer journey experience with a focus on customer complaint resolution.
Skills Required:
- Strong communicator who is organised and persuasive.
- Genuine interest in helping and supporting people.
- Able to create a professional image both internally and externally.
- Meticulous attention to detail.
- Excellent Customer Service background.
- Project management experience desirable not essential.
- Exceptional written and verbal communication skills.
- Ability to assess situations and develop/implement improvement plans.
- Can confidently deliver internal presentations.
- Ability to work effectively at all levels of the Company
- Commercial awareness
- Excellent computer skills in packages such as Microsoft Outlook, Excel and Word, Visio and PowerPoint.
- Previous experience using Databases.
Additional Requirements:
- Disclosure Check (This will be completed during the on boarding process)
What They Offer:
- Competitive Salary
- Personal pension plan
- Access to Flexible Benefits Scheme (including buy/sell holidays, childcare vouchers, discount to retailers, bike to work scheme and many more).
- Work for PLC Company with option to join share save scheme.
Please click the APPLY button to send your CV and Covering Letter for this role.
Candidates with experience of; Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Services, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Administrator, Customer Advisor, Business Support, Customer Services Officer