Complaints Resolution Coordinator

£36,500 per annum

Welwyn Garden City

Monday to Friday - 8.30am until 5pm with flexibility to work 8am until 4.30pm when required

Permanent

(Hybrid - 4 days in the office and 1 day from home)

Our prestigious Global manufacturing client based in Welwyn Garden City are looking to recruit a permanent Complaints Resolution Coordinator.

Complaints Resolution Coordinator role:

Providing an exceptional customer experience through delivering a 'brilliant recovery' for all Customers who experience a Complaint (Commercial, Logistics and Invoice related). Improving customer satisfaction and driving a reduction in the number/value of complaints to increase loyalty and repeat purchase.

Complaints Resolution Coordinator responsibilities:

• Resolve customer complaints relating to orders, deliveries, damaged goods, incorrect pricing etc delivering a brilliant recovery, managing own workload effectively ensuring adherence to a range of new SLA's and KPIs (focussed around customer needs and expectations), ensuring customers are kept updated and a satisfactory resolution is reached.
• Carry out thorough investigations, managing both internal and 3rd party stakeholders to allow timely and accurate conclusions to be reached to determine correct level of recompense, approving and processing credit notes/ returns accurately in line with agreed 'Manual of Authority' ensuring records are kept.
• Work proactively to understand and manage key issues/problems and drivers of customer satisfaction, using root cause analysis to drive both corrective & preventative actions, continually working to drive 'Continuous Improvements'.
• Record complaints within Salesforce ensuring that all data is maintained, accurate and customer/internal contacts managed through effective and timely use of the system, providing a 360 degree view of our customers
• Demonstrate improvements in 'Customer Satisfaction' through delivering an exceptional customer experience ensuring minimum standards of call and e-mail communication are met or exceeded through quality checks.

Complaints Resolution Coordinator requirements:

• Experienced in dealing with and resolving customer complaints, delivering a brilliant recovery as well as understanding the root cause of issues to enable preventive action to be taken within a fast paced and complex Supply Chain/ Manufacturing business
• Able to build rapport and show empathy with Customers, great questioning skills, ability to challenge the "status quo" internally and experience of managing and influencing key stakeholders.

Please apply with a copy of your CV.

R43