Senior Customer Service Advisor - Complaints - HYBRID BASED IN CHEADLE

Job Title:

Senior Customer Service Advisor – Complaints

Location:

Manchester - Hybrid

Salary:

£ 30,000

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Role:

Working for one of our largest clients and one of the UK’s largest banks, as a Senior Customer Service Advisor, you'll have the perfect opportunity to highlight the talent and experience you’ve gained to make a tangible impact to our customers, our team, and our business. You’ll get the chance to really flex your skills.

This role will suit you if you’re a confident and enthusiastic individual, naturally able to effectively prioritise daily workloads and enjoys building positive relationships with key partners. Someone who is adaptable and dynamic, along with being able to work in a challenging environment.

Day to day, you’ll be:

• Balancing priorities between emails, telephone calls and taking escalated calls from contact centre colleagues.
• Be a problem solver, someone who can think outside of the box and have an excellent attention to detail.
• Effectively coach and support colleagues to enhance performance and deliver the right outcome to customers.
• Play a role in educating our customers about our products.
• Pro-active in your approach to personal development and learning.

What you’ll need

• Experience of complaint handling, preferably with financial services experience
• Enhance performance and deliver the right outcome to customers on possible complaints
• An eye for detail and the ability to think creatively – articulating this confidently in both writing (PC skills needed) and over the phone.
• Able to multi-task, respond to change and prioritise.
• The empathy to put yourself in the customers' shoes, asking the questions needed to understand how we can help.
• The commitment to deliver on your promises and go above and beyond for people.
• Proactively drive curious initiatives, designed both to enhance the customer journey and experience.
• Ability to support line manager with team workflow in line with customer demand.
• Previous customer service experience is deemed essential in this role.