Overview

Senior Customer Resolutions Administrator
Location – Chertsey
Salary – £110.88-114.88 Per day
Duration – On going contract
Benefits: Holiday – 25 days per annum plus bank holidays, Access to staff sales discount, Access to Reward Plus discount shopping and Government pension auto-enrolment from 12 weeks.

Summary of a Senior Customer Resolutions Administrator
This role is responsible for coordinating exchanges, refunds and compensation and supporting the Customer Resolutions Ops Manager with the people management responsibilities of the Customer Resolutions Admin Team.

Responsibilities of a Senior Customer Resolutions Administrator

• Advising, administering and leading the day to day operations and activities of the Customer Resolutions Admin Team
• Oversee the operational governance of Customer Resolutions Admin operation, providing leadership, support, direction and guidance to the Customer Resolutions Admin Team members
• In collaboration with the Customer Resolutions Ops Manager the Senior Customer Resolutions Administrator will be responsible for delivering performance feedback in regular reviews, defining, agreeing, monitoring Performance Based Pay objectives and Individual Development Plans
• Ensuring a strong and robust communications process between all managers and staff within the Admin Team
• Ensuring all employees receive appropriate training including Systems, Compliance, Health and Safety and making sure all company policies and procedures are adhered to at all times
• Handling any Customer Resolutions Admin related queries and issues, making decisions that improve current processes that reduce timescales and increase efficiency
• Fulfilling Customer Resolutions Admin Duties in raising collections requests and processing of customer’s exchanges, refunds and compensation claims in a timely manner as well as monitoring the Customer Resolutions Admin inbox
• Consistently supporting the team to maintain good aged pending management
• Investigating discrepancies in regards to collections, payment issues and missing units with use of the WHCS
• Generating and sharing reports that help colleagues & Leadership Team understand the latest situation in regards to Exchange, Refund & Compensation pending management
• Creating phenomenal working relationships within the CX Department, Logistics, Finance, Authorised Service Centre’s and Contact Centre Teams so that a bond of trust and open communication is built
• Overseeing and driving the Mobile Experience stock forecast tool
• Inputting in other day to day Customer Resolutions matters as the need arises

 

Key competencies of a Senior Customer Resolutions Administrator

• Team Leader experience and expertise
• Excellent communication skills
• Strong interpersonal skills
• Energetic and enthusiastic
• Diligence
• Knowledge of consumer electronics, customer support and retail
• Ability to work under pressure and to challenging timelines
• Ability to multi task and effectively prioritise
• Experience of working with third-party providers/vendors/partners
• Generate and analyse reports using MS Excel

 

Please note: As you can appreciate we are currently overwhelmed with applications and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion.
March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas and completing relevant tests and a full competency based interview.
Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant – Charlie Shepherd

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