Salary: £23,850 increasing to £24,100 upon a successful probation period
Role type: Full Time
Location: Remote, in the Peterborough area. You must be willing to travel to the Peterborough once a month.
Reporting to: Customer Care & Escalations Team Lead

THE ROLE

Our Customer Care team will solve most of our customers’ queries at the first point of contact to ensure we deliver a market leading customer experience when they need us the most. Whether the customer contact initiates from a telephone call, live chat or WhatsApp our contact centre team are the customers first point of contact for support and assistance The team supports customers with questions and information around a number of areas including requesting a new repair visit, updating on open and existing claims or a customers annual service visit. Sometimes things don’t always go to plan, and our frontline Customer team supports customers at this time, whether that be finding out the location of an engineer who has been delayed on their previous job or rescheduling appointments to a time that works for the customer.

RESPONSIBILITIES:

Deliver Outstanding Customer Service: Handle all inbound queries from customers via phone, email, WhatsApp, and live chat, ensuring exceptional service at every touchpoint.
Uphold Company Service Standards: Maintain high standards to deliver a great customer experience, aiming for positive feedback from all interactions.
Manage Customer Touchpoints: Support customers at every stage of their journey, from logging claims through to delivery, ensuring each contact is resolved to their satisfaction.
Master Systems and Processes: Develop a deep understanding of our systems and processes to efficiently resolve customer queries on the first contact.
Build Strong Relationships: Foster strong connections with customers, engineers, and key stakeholders to ensure positive outcomes for all interactions.
Collaborate with Business Functions: Work closely with teams like Sales, Repairs, Escalations, and the Engineer Network to deliver fast, clear, and professional resolutions, while continuously improving our processes.
Provide Feedback and Recommendations: Proactively share feedback and suggestions to enhance processes, systems, and overall customer experience.
Continuously Improve Skills: Look for opportunities to expand your knowledge, industry expertise, and customer service abilities.
Update Systems: Make necessary updates and changes to customer accounts upon request, ensuring accuracy and efficiency.