Complaints Advisor

Job Description

Your responsibilities day to day will be:

• Resolve and retain existing customers through investigation, problem solving and resolution of queries. 
• Be the first point of contact for customer complaints requests over the phone and email. 
• Ensure all complaints are logged and captured as a case in Salesforce and kept updated regularly through to resolution. 
• Review customer accounts to determine root cause. 
• Build good relationships with internal stakeholders including Sales, Client Services, Provisioning, Faults, Billing, Commercial and Finance.
• Support with reducing the number of customer complaints by identifying and implementing continuous improvement.

Qualifications

Excellent customer service skills and a previous background in customer service/retention.

• Sound negotiation skills, with the ability to manage difficult customer conversations
• Self-motivated, capable of working on own initiative. 
• Strong organisational skills.
• Experience of working on a CRM system, preferably Salesforce
• Have a good understanding of Microsoft Office (Excel, PowerPoint, and Word).
• Strong understanding of FCA Guidelines. 
• Strong knowledge of the Ombudsmen.