Customer Experience Executive

Purchasing jobs >> Retail/Purchasing





Customer Experience Executive

9 month fixed term contract or secondment, 40 hours per week

The role:

We ae looking for a highly skilled Customer Experience Executive who will investigate, manage and resolve individual customer complaints fairly and consistently in line with the regulatory requirements

Main duties and responsibilities:
* Ability to think outside of standard processes to find the right and appropriate solution for our customers Identifying and justifying where you need to work outside the insurance guidelines to resolve the customers complaint and be accountable for these decisions
* Complete case management ownership of any complaint you handle ensuring the customer liaises with you exclusively.
* To ensure you understand regulation and the DISP and  ICOB rules in relation to complaints handling as stipulated by the FCA
* To identify and capture the root cause of complaints, feedback to relevant areas/teams and agree necessary resolutions

Skills/Experience required:

* A good understanding of the regulatory requirements and rules around complaints handling
* Ability to deal with numerical data
* Ability to mediate between departments to achieve mutually acceptable solutions for customers
* Use own Initiative and ability to recognise opportunities for improvement and provide feedback and coaching to the contact centre
* Confident communicator with excellent written skills and confidence in your own decisions
* To be able to handle and mange objections with a logical method to problem solving

Dixons Carphone are Europe’s number one electrical and telecommunications retailer and Services Company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our colleague’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from well-being to security, so that in an ever more connected and constantly changing world, we can be the first to offer our customers the most comprehensive service
  • 1
  • Negotiable
  • None
  • None
  • CV-207326
  • Contract
  • 0

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