We are currently recruiting for the position of Customer Support Advisor to join our successful Aftersales team based at Head Office in Gillingham. The role requires a determined and proactive team player who thrives in a busy and fast paced working environment and will act as the main point of contact for our customers dealing with complaints.
You will be responsible for managing customer complaints from initial review through to final resolution, ensuring each case is thoroughly investigated, handled fairly, and resolved in line with company policies and required timescales.
Working Hours:
- Monday - Friday 07:30-16:30
No weekend work required
Roles and responsibilities include:
- Review and assess customer complaints to fully understand the concerns raised and the outcome being sought.
- Gather any additional information, documentation, and evidence required to investigate complaints thoroughly.
- Conduct impartial investigations to establish the facts and determine appropriate outcomes.
- Review all relevant information and evidence before making decisions.
- Work closely with internal departments to obtain information and support complaint investigations.
- Liaise with management where required to discuss complaints, obtain authorisation, and agree appropriate resolutions.
- Ensure complaints are handled fairly, consistently, and in line with company policies and procedures.
- Prepare and communicate proposed resolutions, clearly explaining the outcome and any actions being taken.
- Produce accurate, professional final responses within required timescales.
- Communicate confidently and professionally with customers by telephone and email.
- Clearly explain decisions and outcomes in a professional and easy-to-understand manner.
- Confidently challenge information or decisions where appropriate to ensure complaints are fully considered.
- Manage multiple complaints at the same time, prioritising your workload and meeting deadlines.
- Maintain accurate and detailed records of investigations, customer contact, correspondence, decisions, and outcomes.
Essential Candidate Requirements:
- Previous Customer Service experience
- Excellent Verbal and Written Communication skills
- Exceptional Telephone Manner
- Organised and Punctual
- Strong computer skills
- Ability to solve problems
#IND006
Job Types: Full-time, Permanent
Pay: £26,508.00-£28,320.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
