Job Summary
To liaise with customers and other internal and external stakeholders in order to manage complaints and issues which arise out of the day-to-day business to successful outcomes.
Overview of responsibilities
 Manage incoming communication, which can be via e-mail, telephone, website, etc, from any external stakeholder such as a customer, client, local authority, supplier, etc.
 Proactively identify and understand the issue(s) and ensure they are suitably logged and detailed within the complaints system and any other system which may be required.
 Proactively liaise with stakeholders across all levels of the Avonline Networks business and external stakeholders to understand the complaint and work towards a suitable and acceptable resolution.
 Proactively liaise with Clients and other stakeholders to drive any complaint(s) to a successful resolution in line with an SLA.
 Escalate complaints as and when required to resolve.
 Liaising with Finance to make compensation payments where appropriate.
 Day to day management of Complaints Administrator.
Experience and Knowledge
 Excellent interpersonal / communication skills.
 Self-motivated and thrives in a busy working environment.
 Results orientated.
 Able to cope with pressure and remain calm.
 Awareness of customer satisfaction for both internal and external sources.
Skills
 Excellent Administration Skills.
 Good organisational skills.
 Team working and leadership.
 Experience in a customer facing environment, with responsibility for customer service excellence.
 IT literate, excellent computer skills with Intermediate level MS Excel & MS Office skills.
 Excellent administration skills, with a 'quick to learn' ability