Job Description

Company Overview

Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.

Main Purpose of Role

GDHV is all about promoting our products and services and our contact centre is no exception. We're dedicated to delivering world class service and that means having a world class team. In the role you will be responding to all types of consumer led correspondence and delivering the highest level of customer service

Key Accountabilities

Taking calls & answering emails, concurrently, from our indirect & direct consumer and customers in relation to in and out of warranty claims, or any other enquiries and providing a resolution or escalating to the appropriate team. Calls to be answered within 20 seconds All calls are recorded / monitored /reviewed for feedback to team members and training purposes. To create accurate records ensuring all elements of the query are logged within nominated CRM/Customer Database to comply with GDPR and business need. Records reviewed to ensure accurate information supplied and updated/recorded. Assessing the requirement for in warranty service visits by carrying out troubleshooting and diagnostics using technical documentation and product guides and translating to 'consumer appropriate' language across entire product range to reduce cost of service. All engineer jobs raised are reviewed to ensure correct diagnostics have been advised/used to reduce no fault found engineer visits. Feedback to team members Participate in the department workflow and understand where to gain technical or customer service support to increase skill and technical ability. Reviewing of Academy/Knowledge Articles monitored to measure team members self-help learning, feedback given to the team member To work pro-actively providing feedback required and take ownership of professional development. Understanding KPIs and the drivers behind the values associated with them and the impact they have to service levels and agreements.

Skills, Knowledge and Experience

Essential Criteria

Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively. Creative thinker, to be able to develop innovative ideas to improve customer service standards. Negotiation skills Experience in answering calls where a customer is potentially angry/annoyed /upset ensuring professionalism at all times. Ability to work well under pressure. Excellent written and verbal skills A commitment to continuous improvement both personally and for the role

Desirable Criteria

Customer Service within a Contact Centre - Inbound or Outbound Working to targets/SLA/KP

Glen Dimplex Values

At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:

Think Customer Care About People Value Innovation Keep It Simple

Acknowledgement

This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.