Complaints /Resolution Coordinator

Up to £36,000 per annum dependent on experience

Permanent

Welwyn Garden City

8am until 5pm Monday to Friday – *Hybrid working – split between home & office – 2 days from office and 3 days from home*

Complaints / Resolution Coordinator Job Role:

To be responsible for handling our clients customer complaints by providing an exceptional customer experience through delivering a ‘brilliant recovery’ for all customers who experience a complaint (Commercial, Logistics and Invoice related) improving customer satisfaction and driving a reduction in the number/value of complaints to increase loyalty and repeat purchase

Complaints / Resolution Coordinator Responsibilities:

• Resolve customer complaints relating to orders, deliveries, damaged goods, incorrect pricing etc delivering a brilliant recovery, managing own workload effectively ensuring adherence to a range of new SLA’s and KPIs (focused around customer needs and expectations eg first contact resolution) , ensuring customers are kept updated and a satisfactory resolution is reached
• Carry out thorough investigations, managing both internal and 3rd party stakeholders to allow timely and accurate conclusions to be reached to determine correct level of recompense, approving and processing credit notes/ returns accurately in line with agreed Manual of Authority ensuring records are kept
• Work proactively to understand and manage key issues/problems and drivers of customer satisfaction, using root cause analysis to drive both corrective & preventative actions, continually working to drive Continuous Improvements
• Record complaints within Salesforce ensuring that all data is maintained, accurate and customer/internal contacts managed through effective and timely use of the system, providing a 360 degree view of our customers
• Demonstrate improvements in Customer Satisfaction through delivering an exceptional customer experience ensuring minimum standards of call and e-mail communication are met or exceeded through quality checks

Complaints / Resolution Coordinator Requirements:

• Experienced in dealing with and resolving Customer Complaints, delivering a brilliant recovery as well as understanding the root cause of issues to enable preventive action to be taken within a fast paced and complex Supply Chain/ Manufacturing business
• Experience using multiple data source analysis to provide a clear picture and problem solve driving clear actions / continuous improvements
• Able to build rapport and show empathy with Customers, great questioning skills, ability to challenge the “status quo” internally and experience of managing and influencing key stakeholders
• A recognition of the varying cultural expectations within the many countries and markets which the organisation services

Please apply in the first instance with a copy of your CV.

CPDaventry

The Recruitment Co. is an equal opportunities employer and we’re committed to diversity and inclusion in the workplace.