Back Office Customer Complaints Advisor - RenaultBack Office Customer Complaints Advisor - Renault
Create Your Own Career
Maple Cross, HEF, GB, WD YS
4d ago

Company : Arvato Limited - Arvato CRM UK

in partnership with

Customer Complaints Handler Renault

Location : Maple Cross

Arvato in partnership with Renault are seeking talented and experienced Customer Complaints Handlers who will liaise with customers and car dealerships to successfully resolve disputes and determine appropriate resolutions for the customer business and dealership.

This is an exciting role is based in Renault’s Customer Relations Centre in Maple Cross, where no two days are ever the same.

You’ll need to be a confident communicator; able to make decisions with autonomy; work well within a team and experienced in dealing with high volume calls.

Successful candidates will be required to manage and take ownership of a wide range of complex issues and complaints from customers whilst ensuring you are commercially aware at all times.

As your level of experience grows, you will be empowered to make your own financial decisions on cases ensuring you can support them with considered rationale.

The ability to maintain a strong customer experience throughout the customers’ complaint journey is a must. To ensure that day to day queries and tasks are delivered upon, you will be communicating directly with customers, dealerships and other areas of the business, whilst building and maintaining a fantastic relationship internally and externally as a brand ambassador for Groupe Renault.

In exchange for your enthusiasm, customer service talents and commitment we offer first class training, learning, development and progression opportunities.

Key Responsibilities

  • Receiving inbound calls from Renault customers and dealerships
  • Take ownership and resolving customer complaints in a timely and efficient manner and in line with SLAs
  • Work to ensure that the highest level of service is consistently delivered to the customer
  • Effectively manage workload and achieve individual KPIs
  • Outbound email correspondence
  • Follow policies regarding goodwill gestures
  • Essential Skills and Attributes

  • Previous experience in a customer relations or complaints role
  • Passion to deliver excellent customer service consistently
  • Excellent investigative skills and ability to adhere to a process
  • Strong IT skills and familiarity with using a CRM system
  • Ability to prioritise workload and stay organised
  • Ability to manage multiple contact centre intranet / information portals at once
  • What We Offer

  • Salary £25k plus bonus plus package
  • Working Hours Monday to Friday 9am - 6pm
  • Work based pension
  • Subsidised canteen
  • Generous car discount scheme
  • Excellent career development opportunities
  • Arvato is a trusted business outsourcing partner to the private and public sectors.

    We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

    We combine our expertise in business process outsourcing (BPO), financial solutions, customer relationship management, supply chain management, and public sector and citizen services to deliver innovative, individual solutions that help our clients to achieve their objectives.

    In the UK and Ireland, we employ over 4,000 people across more than ten locations. Internationally, arvato employs more than 66,400 people in over 270 subsidiaries across almost 40 countries worldwide.

    Our parent group Bertelsmann is the world’s most international media company with revenues of €16.4bn.

    Arvato is a trusted business outsourcing partner to the private and public sectors.

    We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

    We combine our expertise in business process outsourcing (BPO), financial solutions, customer relationship management, supply chain management, and public sector and citizen services to deliver innovative, individual solutions that help our clients to achieve their objectives.

    In the UK and Ireland, we employ over 4,000 people across more than ten locations. Internationally, arvato employs more than 66,400 people in over 270 subsidiaries across almost 40 countries worldwide.

    Our parent group Bertelsmann is the world’s most international media company with revenues of €16.4bn.

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