<p><strong>What is the role&nbsp;</strong></p><p>Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of ‘Front Line Customer Service’, including complaint handling, problem solving and management of online customer reviews.</p><p>&nbsp;</p><p><strong>What you will do&nbsp;</strong></p><ul><li>Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies &amp; procedures&nbsp;</li><li>Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures</li><li>Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues</li><li>Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement</li><li>Utilising available systems for tracking, information gathering, troubleshooting and communication &nbsp;</li><li>Liaise with internal departments and third parties such as couriers for resolution of customer issues</li><li>Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed</li><li>Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times</li><li>Day to day administration and system updates</li><li>Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications</li></ul><p>&nbsp;</p><p><strong>What you will bring&nbsp;</strong></p><ul><li>Customer service skills – relationship management and putting the customer first</li><li>Problem solving and ‘can do’ approach</li><li>Attention to detail – meticulous, thorough and right first time mentality</li><li>Time management</li><li>Ability to prioritise workloads</li><li>Self-motivated and proactive approach to tasks</li><li>Willing to learn and able to work under pressure</li><li>A strong commercial outlook &amp; keen business sense</li><li>Excellent organisational skills</li><li>Ability to work to tight deadlines</li><li>Good English &amp; communication skills</li><li>Proven ability to work well within a team and to use own initiative</li><li>Proven record of good attendance and flexibility</li><li>An energy and enthusiasm to succeed</li><li>Ability to adapt to frequent change within a high pressure environment</li></ul>