Job Description

At CareCo, we make every day easier for people.

As the UK's leading mobility retailer, our goal is to make sure that everybody who needs a helping hand not only gets one, but that they get the one that works for them. A career at CareCo is about being part of a team that helps to achieve that.

Our Complaints Resolution Advisor is responsible for providing exceptional customer service by engaging with and understanding the needs of the customer, dealing with all customer complaints in a professional and timely manner to preserve the company reputation, provide customer satisfaction and resolutions in line with the consumer laws.

This is a full-time permanent position, covering 40 hours over a Monday to Sunday week, consisting of two different shift patterns:

8:00am - 5:00pm 9:00am - 6:00pm
This role is based out of CareCo's Braintree site.

What are my responsibilities?

Deliver a high standard of customer service with an understanding of commercial impact. Manage customer complaints from start to finish by working within the set guidelines, restoring customer confidence. Resolve complaints and negative online reviews with autonomy, identifying fair solutions for all parties. Respond to online reviews in a friendly, constructive manner that best represents CareCo's values. Negotiate best outcomes with the customer whilst managing company expectations. Reply to all complaints submitted by post or email in line with the SLA timeframe. Liaise with the BHTA (British Healthcare Trade Association) when required for any advice or additional support on customer complaints. Complete and submit any legal paperwork as required when complaints have escalated to legal proceedings. Monitor Complaints and Support email grounds and respond accordingly by either telephone or email within the set SLA timeframe. Assist in calling complaint customers who have requested a telephone call. Complete additional admin duties within the customer experience team to help support the function. Document each interaction accurately, capturing any future improvement opportunity. Prepare reports for management as required.
What qualifications & skills are required of me?

Previous experience within a Customer Complaints or Customer Service role is preferred. Excellent reading and writing skills, ability to form well crafted emails and review responses that are concise but cover the topic at hand. Calm and professional telephone manner with the ability to 'turn' an upset customer around by the end of the call. Attention to detail and the ability to use your initiative when dealing with complaints. Organised, punctual and a can-do attitude towards tasks with the ability to work under pressure and provide excellent results.
What would working for CareCo offer me?

Up to 31,000 per annum. 32 days annual leave (including bank holidays), with extra days when you stick with us Access to our employee assistance programme, a 24-hour confidential helpline to support through any life issues. Access to CareMiles, our exclusive staff benefits platform, including a Cycle-to-Work scheme and multiple discounts at various high street brands and supermarkets! Free on-site parking and free yearly flu jabs. 25% employee discount.
Job Types: Full-time, Permanent

Pay: 29,000.00-31,000.00 per year

Benefits:

Company pension Cycle to work scheme Employee discount Free parking Health & wellbeing programme On-site gym On-site parking Referral programme
Ability to commute/relocate:

Braintree CM77: reliably commute or plan to relocate before starting work (preferred)
Application question(s):

Are you able to commit to this roles' shift patterns? (8:00am-5:00pm, 9:00am-6:00pm) Are you available to work weekends?
Work Location: In person