Client Relationship Executive

Salary: £26,000 per year

If you love investigating to get to the route of things and problem solving, we have a very interesting 12 month Fixed Term contract for a Customer Relations Executive we are recruiting for.

The role is working for a very established brand who have been a company of choice to work for year on year as voted for by their employees in the Sunday Times Top 100 list of best companies in the UK.

Role:Customer Relations Executive

Duration: 12 months Fixed Term Contract
Location: Central Bedfordshire (some blended working from home days)
Hours of Work: Mon-Fri 9am -5pm (1 hour lunch) 35 hours per week (some flexibility possible)
Salary: £26,000per year
Benefits: enhanced pension
free parking
healthcare
life assurance
gym
on site canteen
bike to work scheme
32 days holidays (incs bank holidays)
plus many more!

Overview of the Customer Relations Executive Role
The role of the Customer Relations Executive is central to delivering a great level of service in resolving complaints raised against the company or its registered contractors.
Resolving complaints in an efficient and effective manner is essential and that Technical excellence is at the forefront of every complaint.
The post holder will be responsible for administrating, investigating and resolving all complaints effectively and communicating the relevant outcomes to all parties.
The post holder will use their excellent communication skills in liaising with staff across the Group as part of the complaint investigation process.

So, if you are someone that has had experience in investigating problems or complaints through to resolution, this could be just the job for you!

Duties and Responsibilities of the Customer Relations Executive

* To record, review and respond to customer complaints in an effective, professional and timely manner

* To take ownership of the complaint on behalf of the customer and liaise with all relevant parties on the progress, status and outcome of each issue raised.

* To organise and plan workload to ensure that complaints are resolved within the performance targets set.

* Where appropriate to consult with technical staff including assessing the degree of urgency and special consideration required for complaint resolution, bringing high risk complaints to the attention of the Customer Relations Team Leader/Manager for support and guidance.

* To assist in improving the level of Customer Service delivered across the group by identifying recurring problems that are driving complaints and providing input in to any proposed solutions.

* To produce data on complaint volumes, response times and complaint types in the
preparation of management reports.

* To assist in the development and service improvement of the Customer Relations Team by consistently reviewing the processes we operate and making suggestions for improvement.

* To comply with the requirements of the Health and Safety policy.

* To undertake any other duties as appropriate within their competence, as required by their line manager from time to time.

Essentials and Desirables for the Customer Relations Executive
whilst this is a forward thinking company who believe strongly that skills can be taught, attitude cannot, they do still require some essentials to be able to fulfil this role. The essentials required are:

Essential:
Experience of working in a Customer Service environment where delivering exceptional service is paramount to the organisation’s success.

Excellent written and verbal communication skills with the ability to communicate at all levels of the organisation and deal with situations of conflict in a calm and diplomatic manner.

Ability to investigate and analyse complaints, identify the appropriate solution and communicate our decisions in an effective manner, so if you have worked in a role whereby you had to investigate, fact find, present findings etc this would be great!

Ability to organise and prioritise your workload to ensure targets are met, with minimum supervision – it’s all about allowing you to do your job.

Highly motivated with excellent organisational skills and experience of using Microsoft Office packages.

A good level of Education to A level or equivalent in education or employment exposure in a similar investigations, client relations role

Good Excel and Word

Excellent report writing and presentation skills

Desirable:
Understanding of regulatory requirements and constraints of compliance and legal practices would be great but not essential

Ability to analyse a business process and provide suggestions for improvement, to ensure that the company constantly challenge the level of service delivered to our customers to ensure the highest level always offered.

Experience of using SAP CRM systems would be great but not essential

This is a truly interesting role for someone that really understands the need for great customer relationships and how to investigate and deal with any cases of complaints, investigating them and presenting on them.

So if you feel this is for you, then please send your CV to James Newbury Appointments for immediate review. If you do not hear back, we are sorry but on this occasion, you have not been shortlisted.

Thank you for applying and please do keep an eye for other potentially suitable roles that come along as we would love to work with you