Customer Service Apprentice

The Customer Service Advisor (VoC) plays a pivotal role in managing and addressing customer feedback across various channels, including email, voice, social media, and customer insights platforms like YOTPO and Trustpilot. Responsibilities include resolving customer dissatisfaction, conducting root cause analysis, and condensing insights for relevant stakeholders. The role requires the capability to analyse feedback and use internal data sources to drive actionable recommendations. Success in this role is measured by achieving defined performance metrics, personal targets, and contributing to team KPIs and SLAs, all while delivering exceptional customer service and experience.

Main responsibilities:
1. To respond to all customer feedback and resolve any customer dissatisfaction. Conduct root cause analysis, understand and share the insights from all customer feedback using internal data sources. Strive to always achieve first contact resolution.
2. To attend all types of communication meetings such as business updates, team meetings and product demonstration days
3. To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions.
4. To support the Team Leader in testing and implementation of processes and procedures that ensure the continued improvement in the efficiency and quality of all elements of the order to cash process and our service promise
5. To take responsibility for keeping abreast of current processes, procedure, systems and technologies to ensure a good standard of performance is delivered.
6. Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great end-to-end service excellence, across all stages, channels, and touchpoints in the customer journey.
7. To undertake any other duties as required which are commensurate with the grading of the post.
Pay:
16-18 £8.21
19+ NMW