Resolution Specialist

Job description

We have two exciting roles with a client in Manchester. The roles are for a 6-month contract initally. Working 5 out of 7 days

Role purpose

* To deliver a brilliant customer experience to all customers by resolving issues at the first point
of contact
* To meet the expectations of our customers through interactions that are easy, friendly and
demonstrate high levels of skills, knowledge and autonomy
Key responsibilities and accountabilities
* Manage customer demand with a flexible approach delivering a high-quality service by prioritising
and multi-tasking, when necessary.
* Effectively diagnose, schedule, reschedule and plan repair appointments, responding to customer
demand and reacting to changes in business resource (Homes hub).
* Take a solution focused approach to all interactions with customers providing first point contact
resolution across all customer channels.
* Identify customer needs effectively using positive language and demonstrating highly effective
listening and questioning skills.
* Manage challenging conversations where the customer expectation cannot realistically be met
within the scope of our service delivery.
* Collaborate with the Customer Experience Team to highlight issues arising from customer contacts
that need root cause analysis/journey mapping to improve customer satisfaction.
* Deal with customer complaints with a put it right first approach and take ownership of finding
solutions to resolve issues.
* Demonstrate the values in all dealings with customers, internal and external ensuring that the language and tone used is appropriate to each customer and contact
type.
* Respond to routine and complex queries across all areas within the hub ensuring policies are
applied correctly always demonstrating due attention to customer care and maintain a professional
approach.
* Takes responsibility for own performance, ensuring all targets are consistently met.
* Working collaboratively to achieve all team key performance indicators maximising performance,
quality, and customer satisfaction.
* Develop and maintain effective working relationships with other colleagues/stakeholders who form
part of the customer journey, identifying opportunities to increase knowledge levels in the hub and
improve the team's ability to resolve enquiries.
* To actively participate in projects as necessary with a view to enhancing service delivery, customer
experience and first-time resolution.
* Responsible for managing customer information accurately and sensitively in line with GDPR.
* To work flexibly to a structured rota to meet the needs of the service with defined lunch breaks
and working patterns.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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