Brand specialist Work, Jobs in Babraham, Cam (with Salaries)

Senior Customer Complaints & resolution
HWC Logistics —Cambridge
- £27,500 - £30,000 a year
- Full-time
- CRM software
- Management
- Communication skills
- Free parking
- Employee discount
Quick apply
12d
Senior Brand Producer
D.O.D - Degree of Difference —Biggleswade
- £48,000 - £55,000 a year
- Full-time
- Hybrid work
- Leadership
- Time management
Quick apply
13d
Trainee Recruitment Consultant
DeepRec.ai —Bishop's Stortford
- £25,000 - £28,000 a year
- Full-time
- Sales
- Business development
- Bachelor's degree
- Health & wellbeing programme
- Gym membership
Quick apply
Corporate Communications Manager
Alzheimer's Research UK —Cambridge
- £47,000 a year
- Continuous improvement
- Leadership
- Communication skills
- Sick pay
12d
Marketing Manager - C&L / PDM
Huws Gray Group —Pampisford
- Full-time
- Microsoft Powerpoint
- CRM software
- Management
- Annual leave
- Employee discount
Quick apply
Studio Manager
Wingman Marketing Ltd —Braintree
- £40,000 - £46,000 a year
- Full-time
- Team management
- Quality control
- In-person
- Free parking
Quick apply
2d
Marketing Executive
Public Library of Science —Cambridge
- £35,000 - £39,000 a year
- Remote
- Bachelor's degree
- No degree
- Travel
3d
Customer Care / Bookings Co-Ordinator
Accora —Cambridge
- Full-time
- Computer literacy
- Travel
- Organisational skills
- Annual leave
Quick apply
Sales Specialist
Stratstone Exotics —Cambridge
- Customer service
- Annual leave
- Employee discount
Quick apply
Retail Merchandiser
Service Innovation Group UK —Cambridge
- Up to £15 an hour
- Merchandising
- Planograms
Personal Travel Expert - Cambridge
DERTOUR UK —Cambridge
- £26,773 a year
- Weekend availability
- Customer service
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Omnichannel Marketing Executive
TTP —Cambridge
- Full-time
- Communication skills
- Life insurance
Quick apply
Part Time Brand Specialist, John Lewis Cambridge
Tommy Hilfiger —Cambridge
- Part-time
- Communication skills
Payroll Administrator
Medirest —Cambridge
- £30,171 a year
- Hotel
- Organisational skills
- Communication skills
- Employee discount
Sales Executive - Cambridge Volkswagen and Skoda
Vindis Group —Cambridge
- £20,000 - £23,000 a year
- Customer service
- Retail sales
- Employee assistance programme
Retail Sales Advisor with Driving Duties
Brewers Decorator Centres —Cambridge
- £28,136 a year
- Customer service
- Communication skills
- Employee assistance programme
10d
Multi Brand Store Manager - Penhaligon's/Byredo John Lewis Cambridge
PUIG —Cambridge
- Customer service
- Leadership
In-house Legal Counsel
Beyond Co —Newmarket
- £80,000 - £90,000 a year
- Full-time
- Hybrid work
- Contracts
- AI
- Communication skills
- Health & wellbeing programme
- Work from home
Quick apply
11d
Sales Consultant
The Watches of Switzerland Group —Cambridge
- Temporary
- Employee assistance programme
Website Operations Manager
Sanders + Jay Ltd —Royston
- £26,000 - £40,000 a year
- Full-time
- Hybrid work
- In-person
- Communication skills
- Annual leave
Quick apply

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Senior Customer Complaints & resolution

HWC Logistics -
Cambridge

Quick apply

Job details

Full-time
£27,500 - £30,000 a year
12 days ago

Benefits

Free parking
Casual dress
Company events
Employee discount
On-site parking

Qualifications

CRM software
Management
Internal department liaison
Complaint handling
E-commerce
Customer interaction
Root cause analysis
Communication skills
Supply chain customer service

Full job description

Job Overview

We are seeking a dynamic and experienced Senior Customer Complaints & Resolution Specialist to lead our customer service excellence. In this pivotal role, you will oversee the resolution process for complex customer complaints, ensuring swift, effective, and empathetic solutions. When a customer has reached the end of their patience, you’re the person we want to speak to them.

You will take ownership of escalated complaints and complex customer issues, investigate what has happened, work with the relevant teams to find a solution and personally see the case through to resolution.

The aim isn’t simply to close complaints.

It’s to resolve the problem properly, recover the customer’s trust and learn from what went wrong.

As Senior Customer Complaints & Resolution Specialist, you will become a key point of escalation within the Customer Experience team.

You’ll deal with customers who may have experienced problems with their order, delivery, product, assembly, installation, warranty or overall service experience.

You’ll need to be comfortable having difficult conversations, investigating complex situations, negotiating solutions and making sensible commercial decisions.

You will also take an active role in managing White Stores’ online reputation, including customer feedback and reviews across platforms such as Trustpilot and Google.

Key Responsibilities

Take ownership of complex and escalated customer complaints from initial escalation through to resolution.
Deal directly with customers who are highly dissatisfied or have exhausted the normal customer-service process.
Investigate complaints thoroughly and establish exactly what has happened.
Review order history, delivery information, communications, photographs, product information and other relevant evidence.
Identify where things have gone wrong and determine an appropriate course of action.
Communicate with customers by telephone and email.
Manage expectations clearly and professionally throughout the complaint.
Keep customers updated rather than allowing them to chase for information.
Take responsibility for reaching a resolution rather than simply passing the issue to another department.
Handle sensitive, emotional and challenging conversations calmly and professionally.

Resolution & Customer Recovery

Find fair, practical and commercially sensible solutions to difficult customer situations.
Use agreed authority to offer appropriate solutions such as replacements, repairs, refunds, goodwill gestures or other remedies.
Recognise when an issue needs to be escalated to Senior Management for further advice and support.
Where appropriate, look for opportunities to turn a dissatisfied customer into a satisfied customer.
Follow cases through until the customer has received the agreed resolution.
Ensure commitments made to customers are followed through.
Maintain ownership of the customer journey until the matter is genuinely resolved.
Join us in delivering exceptional customer experiences through proactive resolution strategies! This role is perfect for passionate leaders eager to make a difference by turning challenges into opportunities for growth
Monitor customer feedback and reviews across Trustpilot, Google and other relevant review platforms.
Respond to negative reviews in a professional, helpful and brand-appropriate manner.
Identify customers whose experience may be recoverable through proactive contact.
Where appropriate, contact customers directly to understand and resolve the underlying issue.
Identify recurring themes within customer feedback.
Support initiatives designed to improve customer satisfaction and online reputation.
Ensure responses are consistent with White Stores’ tone of voice and customer-service standards.

Working Across the Business

A major part of this role will be working closely with different teams across White Stores to investigate issues, establish what has happened and deliver effective resolutions.

You will work closely with:

1. Customer Services

Work together on escalated cases, customer history, previous communications and actions already taken.

2. Warehouse & Operations

Investigate stock, picking, packing, product and fulfilment issues and establish where operational problems have occurred.

3. Logistics & Delivery

Resolve delivery failures, delays, damages, missing items and courier-related issues.

4. Product & Technical Teams

Investigate product faults, technical queries, warranty issues and potential product defects.

5. Installation Teams

Investigate and resolve installation-related complaints, issues and customer concerns.

What We’re Looking For

We’re looking for someone who has experience dealing with difficult customers and complex complaints, rather than simply handling routine customer-service enquiries.

Essential

Previous experience in a senior customer-service, complaints, customer-resolution or customer-experience role.
Proven experience dealing with escalated and challenging customer complaints.
Excellent telephone and written communication skills.
Confident dealing with difficult conversations.
Strong investigation and problem-solving skills.
Excellent attention to detail.
Ability to manage multiple complex cases at the same time.
Strong organisational and follow-up skills.
Commercial awareness and good judgement.
Comfortable working independently and taking ownership.
Confident using CRM and customer-service systems.

Desirable

Experience within any of the following would be advantageous:

Retail
E-commerce
Furniture
Garden / outdoor living
Home improvement
Logistics / delivery
Consumer goods
Warranty or after-sales service

Experience using Trustpilot, Google Reviews or other online review platforms would also be beneficial.

Pay: £27,500.00-£30,000.00 per year

Benefits:

Casual dress
Company events
Employee discount
Free parking
On-site parking

Work Location: In person

Quick apply

Refine Your Search

brand specialist jobs in babraham, cam

Senior Customer Complaints & resolution

Senior Brand Producer

Trainee Recruitment Consultant

Corporate Communications Manager

Marketing Manager - C&L / PDM

Studio Manager

Marketing Executive

Customer Care / Bookings Co-Ordinator

Sales Specialist

Retail Merchandiser

Personal Travel Expert - Cambridge

Omnichannel Marketing Executive

Part Time Brand Specialist, John Lewis Cambridge

Payroll Administrator

Sales Executive - Cambridge Volkswagen and Skoda

Retail Sales Advisor with Driving Duties

Multi Brand Store Manager - Penhaligon's/Byredo John Lewis Cambridge

In-house Legal Counsel

Sales Consultant

Website Operations Manager

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