Senior Customer Relations Executive

Recruiter
Cactus Frontline
Location
Birmingham
Salary
£25,000 per annum
Posted
14 Sep 2017
Closes
23 Oct 2017
Contract Type
Full Time
We are looking for a candidate with strong complaint handling experience to join a growing and well established business as a Senior Customer Relations Executive. The successful candidate will also have experience of identifying root causes and opportunities for continuous improvement.

The successful Senior Customer Relations Executive will be responsible for handling complex queries and escalated complaints from customers in an effective manner. You will ensure all queries are recorded in an efficient manner and all resolutions are provided within agreed standards.

The benefits: Alongside the competitive basic salary of £25,000 the organisation offers a fantastic benefits package including pension scheme, health/dental care schemes and holiday purchase option. This is also a wonderful opportunity to progress with a large business with a great reputation.

As a Senior Customer Relations Executive you will:

* Ensure all queries and complaints received via telephone, e-mail and post are resolved in an efficient manner.
* Provide a resolution in accordance with service level agreements.
* Escalate serious complaints in line with company procedures.
* Undertake detailed root cause analysis, highlighting trends and identifying opportunities for improvement.
* Manage your workload effectively to ensure cases are completed on time.
* Communicate with both internal and external stakeholders using appropriate methods.

The ideal Senior Customer Relations Executive will have the following skills and experience:

* Previous experience within a customer service or complaints driven environment is desirable, however bright and articulate candidates from other relevant backgrounds with be considered.
* Strong IT skills with the ability to produce reports demonstrating analysis and interpretation of data.
* Excellent listening skills and the ability to identify the customer issue, adapting approach accordingly.
* Excellent communication, both verbally and written, and the ability to explain information simply and clearly.
* Self-motivation and the ability to manage your own workload to achieve results.