Complaints Advisor

Radius

  • Crewe, Cheshire
  • Permanent
  • Full-time
  • 27 days ago
  • Apply easily
Company DescriptionWe’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity, and technology solutions. We support our customers with a range of products and services to meet their needs.Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.Job DescriptionThe role of Complaints Advisor within our Crewe Team is important to us. We are seeking a skilled and customer-focused individual to join our team in the field of Telecoms & IT. As a Complaints Advisor, you will be responsible for working directly with our customers to investigate and resolve complaints. You will use our Customer Relationship Management system to analyse and explore current data, customer notes and capture the root cause for each complaint for us to report back to the wider business and reduce complaints.We would love to welcome you to either our Crewe office, with the working hours of Monday to Friday 8:30am – 5:00pm / 9:00 am – 5:30pmYour responsibilities day to day will be:
  • Resolve and retain existing customers through investigation, problem solving and resolution of queries.
  • Be the first point of contact for customer complaints requests over the phone and email.
  • Ensure all complaints are logged and captured as a case in Salesforce and kept updated regularly through to resolution.
  • Review customer accounts to determine root cause.
  • Build good relationships with internal stakeholders including Sales, Client Services, Provisioning, Faults, Billing, Commercial and Finance.
  • Support with reducing the number of customer complaints by identifying and implementing continuous improvement.
Qualifications
  • Excellent customer service skills and a previous background in customer service/retention.
  • Sound negotiation skills, with the ability to manage difficult customer conversations
  • Self-motivated, capable of working on own initiative.
  • Strong organisational skills.
  • Experience of working on a CRM system, preferably Salesforce
  • Have a good understanding of Microsoft Office (Excel, PowerPoint, and Word).
  • Experience of working within the Telco industry would be desirable but not essential
Additional Information#LI-JW1Still Curious?If you feel we are a good match for each other, you can apply online now!If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via .Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support youWe reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.Note to recruitment agencies:We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.

Radius