Part Time - 20 hours per week
The Customer Services Team is a busy and integral part of Cox Automotive.
The Central Complaints department sits alongside our Legal and Finance teams and supports teams across the UK managing escalated complaints from first point of contact through to resolution.
The purpose of the Central Complaints team is to provide exemplary complaint resolution and customer service to ensure a reasonable and consistent approach for our customers and to instill confidence that all issues are addressed with a “get it right first time” strategy to promote customer satisfaction and avoid repeat complaints.
Scope of the Role:
The Customer Relations Advisor role is to provide expert complaint handling, ensuring all complaints are acknowledged and managed in a timely manner whilst driving a culture where customers are treated fairly. You will deal directly with customers via email, letter, telephone, or escalations direct from business areas and Senior Management.
The Customer Relations Advisor will provide the highest level of customer care, service, and resolution, supporting high profile cases, and escalations to our leadership team. All work will be in line with our customer and business Key Performance Indicators (KPI’s) whilst continually maintaining Cox Automotive’s Service Delivery strategy, recommending improvements where necessary.
Objectives for Role:
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Owning and managing customer issues and complaints from first point of contact through to resolution ensuring customers are kept informed at all times.
- All customer issues and complaints to be resolved in a timely and efficient manner whilst minimising financial loss for the business.
- Making it easy for customers to raise issues and complaints.
- Work in line with KPI’s ensuring the team remain compliant always.
- Accurately record complaints received, handled and resolution in line with Compliance and business guidelines.
- Produce case studies each month, which will highlight corrective action or potential process improvements required.
- Build great relationships with stakeholders and be a point of contact for all colleagues across the business offering support and advice on complaint handling.
- Encourage and promote complaints best practice throughout the business.
- Work closely with the Senior Customer Relations Advisors, Legal and Compliance teams to ensure our complaint resolution is in line with our Terms and Conditions and FCA/ TCF guidelines.
- Take ownership of your personal development
- To be a role model of Cox Automotive guiding principles within the team and portray a proactive, enthusiastic and approachable manner to drive internal engagement
Skills, Knowledge and Expertise:
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Good investigative skills and attention to detail
- Decision making skills with the ability to find the root cause
- Ability to handle multiple ongoing cases and an ability to prioritise an ever-changing workload
- Perform well under pressure and to time constraints
- Strong communication skills including interpersonal and influencing skills to motivate and engage multiple key stakeholders across the business and wider group
- Ability to converse at all levels including Senior Leaders
- Excellence in complaint handling, resolution, and compliance
- Competent in negotiation and objection handling
- Capability to define and regulate complaint management standards FCA/TCF
- Ability to pre-empt potential customer problems and issues before they escalate
- Letter writing skills desirable
- Experiencing use of Microsoft Office, including Word and Excel
- Good understanding of contact centre technologies (i.e. CRM and Telephony applications)
- Resilience in the face of feedback or set-backs
- Ability to adapt to change quickly
- Motor industry knowledge desirable but not essential
STRICTLY NO AGENCIES PLEASE
We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.
We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.
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