Customer Service Controller

Our client is looking for a Customer Service Controller to join their dedicated customer service department at their established offices in Droitwich. This is a full time permanent position working 37.5 hours per week.

Our client are looking for someone with excellent customer service skills, to provide a high quality of service to their customers. Ideally you will have worked in a similar role and preferably hold a business legal qualification.

Principal Responsibilities:

Raise all “UAR” (Urgent Action Required) forms in line with customer enquiry and forward to appropriate personnel for action.

Keeping up to date with changes to products or services and consumer law.

Ensure that all customer records are kept up to date with the latest information regarding any customer service issues.

To action signed off “UAR’s” as directed by Sales Managers in line with Company procedure.

To respond to customer correspondence.

Analysing statistics or other data to determine the level of customer service your organisation is providing.

Communicating courteously with customers by telephone, email, letter.

Maintain customer files in line with Company policy.

Developing customer service procedures, policies and standards.

Meeting with Managers to discuss possible solutions.

Inspecting goods returned arising out of a complaint and discussing action required with Managers

Training staff to deliver a high standard of customer service.

Keeping ahead of development in customer service by reading relevant journals etc.

To ensure the effective provision of excellent customer service

Liaise with external agencies i.e. Trading standards, Advocacy agencies, Solicitors, and Insurers.

To assist with administration duties in the absence of the other members of the department.

Respond to incoming calls as necessary.

To ensure that the working environment is compliant with current Health and Safety legislation

Any other duties as deemed necessary

Requirements –
A Business legal qualification or the equivalent experience is required for this role
Experience in customer service at a senior level is required along with a thorough knowledge of consumer law
Excellent customer service, administration and communication skills are required

The Adecco Group UK & Ireland is an equal opportunities employer and positively encourages applications from all eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.