Complaints Advisor

Overview

We are Radius – a leader in sustainable mobility, connectivity, and technology solutions. Our mission is to help our customers navigate through the energy transition and take advantage of the rapid technological fleet and connectivity evolutions that are taking place in their businesses.

Radius was born on the 8th of January 1990 as a fuel card business called UK Fuels. Today Radius operates across 19 countries globally with nearly 3000 employees.

Responsibilities

• Resolve and retain existing customers through investigation, problem solving and resolution of queries.
• Be the first point of contact for customer complaints and requests over the phone and email.
• Ensure all complaints are logged and captured as a case in Salesforce and kept updated regularly through to resolution.
• Review customer accounts to determine root cause.
• Build good relationships with internal stakeholders including Sales, Client Services, Provisioning, Faults, Billing, Commercial and Finance.
• Support with reducing the number of customer complaints by identifying and implementing continuous improvement.

Qualifications

• Excellent customer service skills and a previous background in customer service/retention.
• Sound negotiation skills, with the ability to manage difficult customer conversations.
• Self-motivated, capable of working on own initiative.
• Strong organisational skills.
• Experience of working on a CRM system, preferably Salesforce.
• Good understanding of Microsoft Office (Excel, PowerPoint, and Word).
• Strong understanding of FCA Guidelines.
• Strong knowledge of the Ombudsmen.

Additional Information

Radius is an equal opportunities employer. We are committed to welcoming people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background. We are committed to an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note to Recruitment Agencies: We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs via our Applicant Tracking System when approved by the Radius Talent Team.