To provide premium customer service to ensure that Hidden Hearing’s customers are provided with aftercare that is of the highest quality. To practice our aims, beliefs and commitments at all times with both internal and external customers.
DUTIES
Customer Care
- To answer all telephone calls in a professional manner and respond with an outcome for the customer where they feel delighted.
- To respond to written correspondence either by telephone or in writing. Following processes and procedures to ensure we have “done the right thing”.
- Ensure that any complaints are owned and resolved with 48 hours, following our Treating Customers Fairly policy.
- To learn about our products and the marketing information sent to customers so that you can provide full support to answer any questions.
Support of other teams
- Help and provide correct information to colleagues so they too can provide a World Class Service.
- Liaise with Area Managers and Compliance Manager to ensure technical information is correct and no training is required for the HAD.
Administration
- It is essential that up to date accurate notes are made against each customer’s record.
- Maintain confidentiality of client and company information in line with data protection.
- Ensure customer details are accurate and updated if needed.
- Stock ordering as required.
- To input appointments and coupons for new customers accurately onto the computer system.
- Prioritise between customer services call team workload and that of customer service administration team. Provide written support to our clients with clear, concise and friendly written communication in answer to queries, complaints, insurance letters and solicitor’s letters.
Safeguarding
There is also an additional 'Add on' within the team to support the Safeguarding Lead. This involves reporting safeguarding concerns and disclosure relating to Hidden Hearing’s customers, families and support network. Maintaining a full audit trail and anonymous safeguarding log and assisting in training new and current employees in Safeguarding. This additional add on responsibility is considered for candidates with previous safeguarding experience.