Customer Relations Advisor in Steeton

Find Your Next Challenge AtAcorn Stairlifts UK

We’re looking for a proactive Customer Relations Case Handler to join our team at our head office in Steeton (West Yorkshire). You’ll be the first point of contact for customers, handling inquiries and resolving issues to ensure excellent service. If you’re customer-focused with great communication skills, we’d love to hear from you!

Working Hours: 8:30am – 5:00pm or 9:00am – 5:30pm (40 Hours)
Salary: £27,500 P/A

Benefits of working at Acorn:

• Induction and training programme
• Investors in People award
• Healthcare and pension provisions
• Free on-site parking
• Excellent transport links to Leeds, Bradford, and Skipton
• Cycle to work scheme
• Company events
• On-site canteen (subsidised food)

The Ideal Candidate

• Polite telephone manner
• Customer service experience and complaints background (desirable)
• Managing a caseload of up to 40 complainants a week
• Experience in a similar role (ideal but not essential)

Must be able to display the Acorn Values

OUR VALUES

Quality of the products we make and sell and the service we provide

Unity: Working together as one team

Integrity: Acting responsibly and honestly to deliver on our promises

Caring: About our customers, each other and the wider community

Ambition: Taking pride in all we do and striving to improve

Key Responsibilities

• Dealing with a varied level of complaints in all company business areas, responding by various communication methods to keep regular contact with assigned cases
• Analyse the root cause of each complaint and provide corrective feedback to relevant departments
• Carry out administrative tasks, including internal and external telephone calls, post and emails
• Proactively assist in responding to all Trustpilot and Google reviews and inviting new customers to review the business
• Establish and maintain effective working relationships with co-workers, internal and external stakeholders
• Work to department KPIs and targets
• Keep computerised and paper records up to date
• Process order cancellations through an automated system and work with the Finance team to ensure refunds are processed efficiently
• Maintain and secure sensitive company information in accordance with GDPR and follow our social media policy at all times