About the role: We are looking for an enthusiastic and well-motivated individual to join as a Customer Relations Case Manager.
The main purpose of this role is to improve the customer journey as part of our values to be able to sustain our reputation and Brand reputation.
What will you be doing?
Responsible for a multiple customer caseload.
Take time to understand the customers individual circumstances and tailor a personal response through their preferred channel - telephone, letter, email, or social media Carry out necessary investigations within service level guidelines through collation, analysis, and interpretation of data, identifying best course of action for customer and business.
Listen to truly understand customer feedback, offering best solution to prevent further escalation of issues.
Use EASE techniques and negotiation skills to build rapport with customers to reach a solution, maintaining a balance between customer demands and impact to the business.
Follow up actions with other functions and teams to ensure completion of tasks and ensure response is received within agreed timescales to allow feedback to customer within SLAs.
Write bespoke, accurate, professional, personal, and balanced responses without being reliant on standard paragraphs and processes to all correspondence.
Part of your responsibility at times will be to support other customer facing departments such as supporting the telephone lines or other customer service support roles in seasonal months.
Proactively provide feedback to existing customers who have received multiple/ further visits in order to maintain Brand loyalty.
Essential: Customer focused with excellent customer service skills written and verbal, (including spelling, punctuation & grammar) Educated to A level standard or achieved GCSE Grade B or above in English and maths or equivalent or qualified by experience Adept at conflict management and excellent influencing skills Knowledge of complaint processes in similar environment Involvement in Continuous Improvement projects in the workplace Analytical IT Literate At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success.
We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work.
Please check out our DE&I policy on our website to find out more.
Whats it like to work at Baxi UK and Ireland?
Baxi is a heritage heating and hot water solutions provider with big ambitions to change the way we think about and use energy.
Were focussed on driving the conversations and spearheading the change that will enable us to make this happen.
We have some of the best-known and trusted heating and hot water brands for residential and commercial customers including Baxi, Main, Megaflo, Remeha, Andrews Water Heaters, Potterton Commercial, Heatrae Sadia and Packaged Plant Solutions.
Our UK & Ireland business has led engineering breakthroughs and successfully adapted to be a leader in our industry for over 150 years.
Our established foothold in the heating manufacturing market with a well respected product portfolio, an amazing army of people puts us in a position to lead the way for change, and make a lasting mark on the industry.
Do you have a passion and appetite for evolution?
Come and join us!
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