Customer Resolution Specialist

Responsibilities:

• Supports colleagues within their respective family in a live desk environment to resolve the customer query without the need to transfer.
• Owns the escalated query from front line colleagues when a customer has insisted on speaking to a manager, from within the respective family through to resolution.
• Continuously seeks out and identifies trends for improvement opportunities and takes responsibility for using feedback mechanisms for change and/or colleague feedback.
• Ensures all calls are logged in icasework correctly and signposted to Customer Relations at the end of each shift.
• Ensures that the correct complaint procedure is followed i.e. when there is an open complaint and the customer is not happy with resolution offered; the case is signposted in a timely manner and direct to customer relations via icasework.
• If the customer mentions OFCOM, CISAS or Ombudsman you take ownership of the call and if you are unable to resolve, a case is raised and signposted in a timely manner direct to customer relaions via icasework.