Customer Resolution Executive

Job Description

Eurocell PLC are a dynamic Manufacturer, Distributor and Recycler of building products, and serves the nation via our network of over 210 trade branches across the UK. We are extremely proud of our significant growth trajectory, and have ambitious growthplans for new branch openings nationwide.As a stock market listed PLC and 2020 winner of Best Trade Counter and Best Recycler at the National Fenestration Awards, Eurocell is the UKs number 1 for UPVC products within the building industry. We are successful, dynamic, ambitious and looking for greatteam players to grow with us.We know that our people are our greatest asset, and we are delighted to be growing the Eurocell team further, by appointing a Customer Resolution Executive to join our busy team in Alfreton.As Customer Resolution Executive you will join a small Customer Resolution team to investigate and resolve customer complaints, making sure they are responded to promptly and aim to resolve these effectively in a timely, professional manner.You will use your customer service skill set to resource all information from the customer to help understand their concerns and to find a resolution to achieve the best outcome for our valued customers and the business. By utilising your exceptional customerservice skills, high level of enthusiasm and your can-do attitude you will ensure all complaints / issues are fully investigated and resolved.This is a full-time position working Monday to Friday 08:3017:00

• DUTIES:
  • Drive the resolution of Customer complaints and queries within agreed processes and meeting relevant SLAs including timely feedback to the customer
  • Support the Customer Resolution Co-ordinators in complex resolutions Drive process improvements across the business focused on improved customer complaint resolution.
  • Pro-actively analyse available data to drive an improved level of Complaint & Query resolution to all customers.
  • Provide reporting as agreed with the Head of Customer Experience
  • Continually improve the processes and deliverables of the Customer Resolution Team with a particular focus on customer satisfaction
  • Drive process improvements across the business focused on improved customer complaint resolution.
  • Deputise for the Customer Resolution Manager

• KEY SKILLS / EXPERIENCE:
  • Experience of handling complaints in a similar environment
  • Strong Customer Service skills with a professional telephone manner
  • Customer-focused and able to communicate in a professional and friendly way at all times
  • Excellent people skills
  • Enthusiastic, positive, resourceful and resilient
  • Can remain calm and professional in a fast moving and continually changing environment
  • Committed to the delivery of an exceptional level of customer service
  • Strong inter-personal and relationship building skills
  • Ability to use initiative when solving problems
  • Excellent IT skills (experience in using SAP and C4C systems is desirable) and data analysis
  • Ability to challenge the norm and think outside the box
  • Excellent time management

• BENEFITS:
  • You will be rewarded with a very competitive basic salary
  • A solid career pathway and structured progression
  • Employee discount on Eurocell products
  • Life Assurance
  • Pension Plan
  • Employee Assistance Programme
  • Discounts across many well-known online and high street retailers (Technology, Fashion, Supermarkets, Entertainment, Days Out, Home and Travel)
  • Sharesthe option to join the Eurocell Share Save Scheme, and share the company success
  • A blend of training, including e-learning and on the job training to help your career development

This role offers fantastic opportunity to progress within the Eurocell Group.COVIDEurocell Plc are open for business and proud to be supporting the building and construction industry. In line with Government guidelines and as an essential retailer, our branches and manufacturing sites remain open. Like most businesses, Eurocell have adaptedour ways of working and environment to ensure that our customers, colleagues and families are safe. All COVID priority actions are in place; with the provision of face masks, social distancing, hand sanitisers, screens, one-way systems and reduced crowdingwhere appropriate. As guidelines change, we will remain flexible and adaptable and continue to update our ways of working to maintain all COVID protective measures.Strictly No Recruitment Agencies.Please note, only applications submitted via our Careers site will be considered at this time.