This is a great opportunity to join an expanding organisation who are a renowned household name. We are seeking a candidate who is a confident, effective and empathetic mediator and is committed to delivering service excellence. The role will involve carrying out thorough and detailed investigations to establish factual evidence and make the correct decisions in accordance with the Consumer Rights Act 2015.

Responsibilities include:

• Managing complaints by listening carefully to understand the issue and then carrying out thorough investigations to establish facts
• Providing a mediation service between consumer and vender
• Resolving problems using tact, diplomacy and empathy
• Working within the confines of the Consumer Rights Act 2015
• Responding to complaints by telephone and in writing
• Providing service excellence and ensuring that resolutions are reached to increase customer satisfaction
• Compiling reports on trends

Skills required:

• Strong and confident communication and negotiating skills
• Excellent telephone manner, ability to liaise with both members of the public and clients
• Accurate with excellent attention to detail
• Strong organisational skills
• Empathetic
• Articulate communicator who builds rapport
• Fast learner, who picks up systems and processes quickly
• Enthusiastic and keen
• Ability and desire to resolve issues and see problems through to conclusion
• Inquisitive, investigative and analytical nature
• Confident using initiative to make decisions
• Enjoys working as part of a team
• Experience using Microsoft and Google products (Word, Excel etc.)