In your role as a Customer Care Advisor you will take ownership of customer complaints and ensure successful resolutions for both the customer and the business.
-
You will investigate cases thoroughly using root-cause analysis and collaborate with internal departments to gather all necessary information.
-
Managing incoming calls, emails, web-based and social media complaints, prioritising responses effectively and maintaining case ownership.
-
You will provide clear, professional written communication and regular updates to customers and internal stakeholders.
-
Working closely with the legal department when complaints escalate, ensuring compliance and accurate handling at all times.
-
You contribute to improving processes by sharing insights and feedback with the Customer Resolution Manager and senior team.
Requirements:
-
Level 3 qualification in Customer Service is preferable
-
GCSE grade 4 in English and Maths (or equivalent) is essential
-
Previous experience in customer service or complaint resolution, ideally within a fast-paced environment
-
Excellent written and verbal communication skills
-
Strong attention to detail
-
Proficiency in Microsoft applications and web-based tools
