Echo Logo
Echo Logo

Service Recovery Advisor

Walsall, West Midlands

Closing date November 30th 2021

Salary £20,000

37.5 Hours

1 Position Available

Service Recovery Advisor

Complaints and Quality Team

37.5 hours per week

Echo Managed Services is a specialist outsourced provider of complex multi-channel customer contact services, comprehensive debt recovery solutions and the developer of the market leading water customer care and billing system, RapidXtra. Echo combines best practice technology and processes with highly skilled and knowledgeable people to provide public and private sector organisations with end-to-end customer contact capabilities.

Role Purpose

The purpose of your role will be to recover service when things haven’t gone quite right for our customers, to manage and resolve dissatisfaction through multiple channels and proactively prevent complaints. To support and empower our teams and champion a Customer First Approach.

Key Responsibilities:

  • End to end management of customer dissatisfaction through multiple channels
  • Supporting our teams through in the moment feedback and guidance
  • Responding to customer feedback in a timely manner to prevent complaints
  • Logging dissatisfaction in line with regulatory standards
  • Working collaboratively with other departments in order to gain resolution
  • Highlighting trends and potential process improvements to contribute towards the company’s overall complaints and CMEX targets

Experience Required:

  • Handling customer dissatisfaction with a customer first approach
  • Working within your own team and with others to gather information and complete actions
  • Managing customers complex queries and case managing customers to promised timescales
  • Knowledge of processes within our organisation to resolve a variety of queries
  • Knowledge of our billing system

Skills and Attributes Required:

  • Time management
  • Excellent customer service skills with the ability to handle objection
  • Negotiation skills
  • Great listening skills and the ability to show empathy
  • Basic coaching skills
  • Ability to work as a team

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0845 12 12 122


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