Customer Case Handler

Department: Customer Engagement

Employment Type: Full Time

Location: Pure Offices

Compensation: £22,500 / year

Description

About the team:

At Vintage Cash Cow, our Customer Care team is dedicated to ensuring that every customer interaction is positive and every concern is addressed promptly and effectively. Our team is made up of skilled professionals who are passionate about customer service and resolving issues with efficiency and empathy. We work closely with other departments to ensure a seamless customer experience.

Our team has been instrumental in maintaining high customer satisfaction rates and has been recognised for our innovative approach to handling complaints. We take pride in our ability to turn challenging situations into opportunities to build stronger customer relationships.

About the role:

The Customer Care Case Handler plays a key role in managing customer complaints and ensuring timely resolutions. This position is vital to maintaining our reputation for exceptional customer service.

As a Customer Care Case Handle, you will oversee open complaint cases, ensuring compliance with company procedures and authorising compensation payments where necessary. You will have the opportunity to make a significant impact on the team and the wider business by improving our complaint resolution process and enhancing customer satisfaction. This role will challenge you to think creatively and act decisively, with ample opportunities to develop and implement new strategies for handling customer complaints.

Key Responsibilities

Key goals and objectives:

Resolve customer complaints efficiently: Aim to resolve 90% of customer complaints within the SLA timeframe.
Enhance team support: Working as a team to provide one another with ongoing assistance and ensure smooth operations within the team.
Customer satisfaction: Achieve a measurable increase in customer satisfaction scores related to complaint handling.

Key responsibilities:

Oversee open complaint cases alongside the Customer Care Team Leader, ensuring compliance with company procedures.
Assist complaints team members with open cases when the Customer Care Team Leader is unavailable.
Monitor compensation payments and adjust trackers for reporting and tracking purposes.
Authorise compensation payments of up to £100 in line with company procedures and terms and conditions.
Complete additional duties as required by the Customer Care Team Leader, including escalations and reporting to the Head of Customer Engagement Center.
Ensure SLA compliance in the absence of the Customer Care Team Leader.
Perform general customer service duties when not handling complaints.

Skills, Knowledge and Expertise

Essential skills and experience:

Strong problem-solving skills with the ability to handle complex customer complaints.
Excellent communication skills, both written and verbal.
Experience in a customer service or complaints handling role.
Proficiency in using CRM systems and other relevant software.
Strong organisational skills and attention to detail.
A customer-centric mindset with a passion for delivering exceptional customer service.

Benefits

🚀 Be part of a rapidly growing company with so many opportunities to progress!
☕️ Free lunch, tea, coffee and snacks every day
🌴 25 days annual leave
🚲 Cycle to work scheme
🏥 Medicash
🌎 2 Community/ Charity days per year
💸 Uncapped Profit Share Scheme
🧠 Oliva Mental Health
👟 Monthly contribution towards your gym membership
🎯 Regular socials and events

Key Responsibilities

Skills, Knowledge and Expertise

Benefits

About Vintage Cash Cow