Job Description

Customer Experience & Resolutions Manager

Location - Coventry Office, Office Based

Hours - Mon to Fri / 40 x hours

Salary - 45,000 Per Annum plus KPI bonus of up to an additional 5,000

As a Customer Relations & Resolution Manager you can expect the benefits from EA Mobility that come with working for a Family Business:

Benefits

Competitive Salary Monthly Bonus Scheme Laptop & Mobile Telephone 20 x days holiday plus Bank Holidays Pension Enrolment Employee Assistance Programme
EA Mobility is a family-run business dedicated to assisting individuals by providing specially adapted facilities that enable them to remain in their homes for as long as possible. Our mission is centered around putting people at the heart of every action and decision.

Are you a strong communicator? A great negotiator? Are you persistent and determined? Are you highly motivated and proactive with the ability quickly and efficiently to changing situations? Are you commercially aware and have an understanding of the brand and financial impacts customer service decisions have on the business? Then take a look below:

Summary

We are seeking a Customer Experience & Resolution Manager to join our team based in our Coventry Office. In this role you will contribute significantly to our mission by ensuring that our clients receive enhanced communication and customer service no matter the position within their journey with us.

Responsibilities

Own the customer journey, every touch point for the customer to ensure a positive experience. Head up and lead the team already established in Coventry. Taking ownership and accountability for customer complaints, including communication, investigation and instigating remedial works as needed. Reflection and analysis of customer complaints with a view to improving processes to eliminate future complaints. Clearly able to communicate, document and manage agreed customer outcomes to avoid ambiguity at the point of closure. Create a Customer Journey process with associated SLA's. Liaise with the Operations team to ensure remedial works are completed to a satisfactory standard. Working with the Head of Operations and the Head of Sales to drive Tone of Voice and communicate this through the team. Update records within the system to reflect communications and actions agreed. Ensure all customer contact is logged and responded to within the SLA. Liaising with the Customer Experience colleague to ensure actions are communicated to customers and records are up to date. Negotiate compensation claims with customers within complaints procedures ensuring that organisational integrity is upheld and agreed amounts are fair and reasonable for both parties. Focus on bringing complaints/remedials to a timely and mutually agreeable conclusion with customers. Speak to every customer to collect feedback relating to their installation journey and request customers to complete WHICH/Google/Trustpilot reviews. Create KPI's to drive brand strengthening through customer referrals and testimonials leading to rewarding bonus payments for over-achievement. Identify services supplied to customers that are outside of warranty terms and attribute costs, chasing payment as needed. Issue Warranty certificates

Qualifications

Proven experience in customer relations Excellent communication skills to interact effectively with customers. Excellent conflict resolution and negotiation skills. Ability to work independently as well as part of a team. Consumer Law knowledge would be an strong advantage Build relationships with Consumer Law specialists that provide support outside of your own knowledge base. Full UK Driving Licence and access to a vehicle is required for ad hoc customer resolution visits by exception.
We are a national team who work together to ensure our customers receive the service expected to the highest standards. We are continually improving and changing to seek an enhanced customer journey and we welcome you to play your part in our dedicated team.

Job Types: Full-time, Permanent

Pay: 45,000.00 per year

Benefits:

Profit sharing
Work Location: In person