Customer Management Analyst

Job Category:
Analyst (Business/Systems)
Job Type:
Level of IT Experience:
5-10 Years
Not Specified
Salary Description:
Competitive salary offered
Job Ref:

About the team Within Customer Management we support various clients in carrying out 'business as usual' activities and remediation for their customers. We do this from a range of locations and by providing cost effective solutions, access to subject matter expertise and operational excellence disciplines. Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic, and sensitive manner.

Essential Skill and Experience

You will be able to demonstrate the following:

Experience gained in any of the following sectors or industries: Utilities, Financial Services including contact centres, Health trust administration, Civil Service or other related sectors / industries.

End to end complaint handling experience from initial customer contact to resolution.

Excellent verbal and written communication skills and proven telephony experience.

Ability to respond to the individual needs of each customer, identify and clearly understand their requirements and resolve issues efficiently by liaising with your team and / or other teams / individuals as required

A high level of emotional intelligence with an ability to conduct sensitive conversations with empathy, understanding the customer's key area(s) of concern.

Ability to understand and accurately apply client policies and procedures.

Ensure information and customer interactions are accurately documented and recorded in line with policy guidance.

Ability to appropriately receive and quickly act upon feedback provided by Team Leader and / or Quality Checker.

Meet key productivity targets whilst maintaining high quality standards.

Role description and responsibilities

We're looking for highly-motivated individuals with experience of providing support to customers in relation to their queries, concerns, and / or claims and complaints. You will be responsible for ensuring the right result for the customer and the client, whilst delivering the highest standard of service at all times. You will be a true 'people person'.

Our highly skilled team of associates, quality checkers and team leaders work 'as one' to help our clients with customer groups who, at some point, may have been disadvantaged.

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Contact Details:
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