Link to apply: Complaints Resolution Advisor
TT2 Limited, the operator of the iconic Tyne Tunnels is currently going through an exciting period of change and growth and we therefore have an exciting opportunity for an experienced full time (37hrs) Complaints Resolution Advisor at its fully COVID-19 secure premises in North Tyneside.
TT2 helps the 55,000+ customers who use the Tyne Tunnels each day to have the best journey experience possible and we are seeking a proactive individual, who can support the Customer Operations Manager in the delivery of TT2’s first-class customer experience, ensuring that customers receive a fair and consistence approach.
As Complaints Resolution Advisor you will be responsible for the effective investigation and resolution of customer complaints by treating customers fairly within our guidelines. You will have the ability to restore customers confidence in TT2 by achieving the right outcome for both customer and the organisation. You will apply a problem-solving mind-set, providing continuous support to customers, as well as providing advice to the frontline teams to enable them to manage complaints effectively.
Main duties and responsibilities;
Reporting on performance, root cause and corrective actions, including to team leaders and senior management
Conduct end to end customer journey thematic scenario reviews
Investigation to gather and interpret all the relevant information. Keeping clear and accurate investigation notes, evidence and timelines, explaining reasons for complaint outcomes
Build and maintain strong working relationships internally
Identify opportunities to enhance operational efficiency and effectiveness of activities
Act as a subject matter expert on all types of customer complaints
Requirements;
Minimum of 3 years’ experience of customer complaints in a contact centre environment
Trained in RCA techniques
Experience in Lucidchart or similar mapping software
Intermediate level knowledge of Microsoft office as a minimum
Analysis and reporting of trends, implementing plans to address issues identified
Ability to problem-solve
If your experience and qualifications are a perfect fit for our organisation, please refer to Job Description (within link), and to attract the best candidates TT2 will offer a salary of £27,026 – £28,680 per annum plus membership, if required, into the Local Government Pension Scheme.
TT2 Ltd are an equal opportunity employer – all applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Closing date for receipt of applications is Friday 6th August 2021
Link to apply: Complaints Resolution Advisor