CUSTOMER COMPLAINTS ADVISOR

Recruiter
Adecco
Location
Blackburn
Salary
£16000 - £21000/annum excellent benefits
Posted
07 Jul 2017
Closes
06 Aug 2017
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Adecco Recruitment in Preston are currently recruiting for on behalf of our client, a Customer Complaints Advisor to work for a leading automotive dealership based in Blackburn.

Position: Customer Complaints Advisor
Department: After Sales
Employment Type: Full Time - Permanent
Salary: Competitive based on knowledge and experience (£16-21K)

Our client has a close team of driven, enthusiastic and committed Sales executives who develop and maintain excellent relationships with all their customers. Whether it is a small City Car or a Luxury Prestige Car, their team's aim is to ensure each and every customer achieves first class service. They are able to achieve this because their staff genuinely care about the Company and their Customers. They specialise in offering tailor made finance options to suit customer needs.

Continual business growth provides opportunities for our employees to develop and exceed within each role.

Due to the business expanding so quickly, they have achieved the success and image of a main dealership with the atmosphere of a family run business. They are so serious about what they do and being the best, but they always ensure they have fun as they do it. This is reflected in their extremely low staff turnover rate.

As a result of this Success, they are constantly developing and expanding which is why they are recruiting for a customer complaints advisor to help them ensure they provide an excellent level of after care service.

Key Responsibilities
* Being the central point of contact for all customer complaints via email or call
* Advise customers of our complaints process and ensure the process is followed
* Respond to or escalate all complaints
* Accurately log and monitor all complaints
* Ensure time scales are met by following up outstanding issues
* Liaise with HR to highlight any training issues
* Effectively handle complaints whilst limiting costs spent within a budget.
* Work proactively to reduce common and reoccurring complaints by communicating with Management and HR
* Produce a monthly overview to monitor progress and provide feedback for management
* Ensure the complaints process is being followed and feedback to Team Leaders when it isn't
* To maintain a work rate and level that falls in line with the company's objectives
* Follow all company procedures
* Adhere to the FCA rules and guidelines
* To treat your colleagues and the work place with respect
* To offer our customers a high level of service and maintain good customer satisfaction and retention
*Responsibilities could change or just include SOME of the above

Skills & Experience
* Previous experience in a complaints handling role
* Broad knowledge of mechanical and body shop issues
* The ability to be firm and assertive whilst still providing an excellent level of customer service.
* Excellent communication skills with a professional and friendly telephone manner
* Ability to communicate complex information in writing, logically and persuasively in a business-like manner
* Ability to work to your own initiative with minimal supervision whilst working in a close-knit team.
* Self-motivated, driven and passionate about your role
* Organisation and the ability to manage numerous tasks at one time is vital
* Problem solving skills and the ability to collate and analyse information from various sources to identify key issues and trends
Benefits
* 30 days annual leave
* Rapid company expansion providing excellent development and career opportunities
* Excellent incentives
* Access to Perk Box - Cinema, Gym discounts, Free mobile phone insurance and many more
* Great Staff rates on Car Finance
* Friendly and supportive Work Colleges and Management
* Regular staff socials
* Birthday off after 2 years plus 2% pay rise and £100 Meal voucher
* Company Pension scheme coming 2017
* Complimentary office treats

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer