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Customer Account Manager

Location: North Bristol
Posted: 06/04/2021

Salary: 33900
Job Type: Permanent

Our client based in North Bristol is looking to recruit a Senior Customer Service Representative to join their friendly and busy team on a 9- 12-month fixed term contract. Passionate about delivering a one-call resolution to their customers, their primary focus is to put the customer at the forefront of everything they do. The role will require you to successfully manage complex and unplanned events and provide outstanding case management. This is while being rewarded with a market-leading salary and benefits package.

The hours for this 9–12-month fixed term contract Senior Customer Service Representative are 35 hours a week Monday – Friday 8.00 a.m. – 4.00 p.m. or 9.00 a.m. – 5.00 p.m. or 10.00 a.m. – 6.00 p.m.

Daily responsibilities of the Senior Customer Service Representative will include:

  • Managing customers through their journey and ensuring that excellent customer service is given at all times
  • Liaising with internal departments and third parties on a daily basis to help the customers through their journey
  • Dealing with escalated situations and complaints in a pro-active and professional manner whilst providing a “one-stop shop solution” for customers
  • Liaising heavily with customers on a daily basis to update them on the progress of their application and making decisions with customers with cost-effective solutions
  • Negotiating with suppliers and third parties to overcome situations and enhance customer applications
  • Successfully manage multiple cases at any one time
  • Compiling correspondence to customers via email and letter to confirm actions and/or changes that have been agreed
  • Assisting customers with the online support system and guiding them through steps they might not understand
  • Acting as the primary point of contact for the customer from initial application to delivery of their product
  • Maintaining and updating the in-house database of all the customer's details
    Working to and exceeding departmental SLAs and KPIs

This is an exceptional opportunity for an experienced Senior Customer Service Representative who is looking to join a company that is a brand leader and employer of choice in their industry. Due to the nature of this position, it is essential that the successful candidate has previous customer resolution experience and experience of case management.

If you are interested in this role or would like more details, then please get in contact ASAP to discuss. Please note that in light of the current Covid-19 lockdown, the interview and onboarding process will be virtual. The position will be based remotely, however as the lockdown eases the position will move to an office and homeworking blended solution. Due to this, it is essential that you can commute to Bristol for work on a daily basis.