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Complex Correspondence Team Member (INTERNAL ROLE ONLY)

Walsall, West Midlands

Closing date January 22nd 2021

Salary up to £19,147.08 (fully trained and competent)

37.50 Hours

1 Position Available

We have a fantastic opportunity for an inquisitive individual who is highly motivated by in-depth problem solving. For the right individual, this is an opportunity for you to take your knowledge of customer query resolution to the next level and to broaden your experience.

You will work as part of a highly motivated team working through queries escalated from other departments which are of a more complex nature that cannot be resolved and answered through the initial telephone contact. These queries will be varied and range from bill related queries to producing breakdowns to resolving cross supplies. These will require in-depth investigation and research into the account in order to understand the query and to be able communicate clearly with the customer. You will also liaise closely with other departments to ensure that information obtained during customer visits is updated in Rapid and followed up with the customer ensuring a high level of customer service is delivered.

You will be a naturally inquisitive person that enjoys investigating more complex problems through asking the right questions as well as have the perseverance to delve deeper until you have the answers you need within the required service level agreements. You will be self-motivated with the ability to work on your own initiative whilst at the same time be a team player to ensure that as a team you are all communicating and working to targeted SLA’s. You will also have the confidence to ask questions and draw on others knowledge and experience. You will have excellent attention to detail as well as strong communication skills, both verbal and written. You will be trained to Accounts Level and be passionate about Customer Service and query resolution as well as experience of working to targeted service level agreements. You will also have experience in using Microsoft Office packages.

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