Customer Care Resolutions Specialist

Job Description:

Customer Care Resolutions Specialist

Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic environment where your problem-solving skills can shine? If so, we have an exciting opportunity for you!

Position: Customer Care Resolutions Specialist
Location: Coventry (Hybrid - 2 days in the office, 3 days remote)
Salary: A highly competitive salary is available for suitable candidates

What You'll Do:

As a Customer Care Resolutions Specialist, you'll be the heart and soul of our complaints management process. Your role will involve:

• Managing complaints ensuring timely and appropriate outcomes.
• Assessing cases thoroughly to identify potential risks or regulatory concerns, escalating issues as needed.
• Collaborating with dealers, brokers, suppliers, and internal teams to fully investigate and resolve complaints.
• Maintaining a strong understanding of relevant legislation, including Consumer Duty, to ensure decisions reflect current regulatory expectations.
• Building positive relationships with manufacturer Customer Care and Fleet Support teams.
• Communicating clearly, fairly, and professionally in all correspondence.

What We're Looking For:

To succeed in this role, you should have:

• A strong customer focus and a genuine desire to resolve issues positively.
• Excellent verbal and written communication skills to engage effectively at all levels.
• The ability to make confident decisions while managing competing priorities.
• High attention to detail and accuracy, with organisational skills that help you thrive under pressure.
• Previous experience in customer service, preferably within financial services, along with a solid understanding of complaints regulation.

Your Skills Matter:

• Proficient in Excel and Word at an intermediate level.
• Experience with Salesforce is a big plus!
• Strong negotiation skills and the ability to handle objections calmly.

Why Join Us?

• Positive Impact: Your work will directly contribute to improving customer satisfaction and loyalty.
• Dynamic Environment: Experience a blend of teamwork and individual achievement in a fast-paced setting.
• Career Development: We believe in nurturing talent and providing opportunities for growth. You'll even get to support new team members through training!

Performance Matters:

You'll help us achieve:

• Positive customer feedback and satisfaction.
• Timely and accurate complaint resolution in line with quality expectations.
• Consistent quality audit scores above 80%.

Ready to Make a Difference?

If you're ready to take on a rewarding challenge where your expertise in customer care can shine, we want to hear from you! Apply today and become a vital part of our commitment to delivering exceptional service!

Don't miss out on this fantastic opportunity-your future starts here!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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