Customer Relationship Manager Analyst (Complaints)

Leicestershire  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Description

Role: Customer Relationship Management Analyst - Leicestershire

Thebes are currently looking to expand a Customer Relationship team on-site with a leading corporate client based in Leicestershire. We are looking for experienced Customer Service Advisors or strong Office Administrators with outstanding customer service skills and the ability to manage complaints effectively, professionally and with empathy.

This is a fantastic opportunity to work in a vibrant environment where team ethos and hardworking are rewarded by the management. Due to the location all applicants must hold a full UK driving licence and have their own vehicle, free on-site car parking is provided and there is also an on-site restaurant.

Role & Responsibilities:

  • Priority to customer service.
  • Support and deal with all escalations/complaints received into the Service Centre. To encompass all areas.
  • Provide timely updates to customers of progress. Expedite resolution of outstanding incidents/requests where possible.
  • Provide telephone support, assisting customers with the progress of their incident/requests
  • Support a central point of customer contact and first/second level support using the incident management, request fulfilment and property requests systems
  • The CRM Analyst will work from incident queues in HP Service Manager, Remedy, MGF and Mailboxes

Essential skills:

  • Effective handling of customer chasers/escalations ensuring customers' expectations are managed throughout. Adherence to internal SLA's.
  • Monitoring of inbound work sources to ensure all incidents/requests/jobs are progressed and updated and customers kept informed
  • Contribute towards the Workplace Service Centre Continuous Service Improvement and LEAN activities to reduce call volumes and resolve recurring issues at root cause.
  • Building Relationships with key business areas and 2nd level support teams
  • Ability to think logically and link information to make sense of a problem, issue or situation.
  • Excellent attention detail and process driven
  • Root Cause analysis of issues by recognising patterns and trends.

You must be able able to:

  • Focus on Customers
  • Make Sound Decisions
  • Build Trust
  • Deliver lasting results Learn and Adapt Collaborate with others
Thebes Group is acting as an Employment Business in relation to this vacancy.

Start date
ASAP
Duration
6 months
From
Thebes Mayland LLP
Published at
03.07.2015
Project ID:
936220
Contract type
Freelance
To apply to this project you must log in.
Register