At a Glance
- Tasks: Resolve customer complaints and ensure a top-notch experience for small business owners.
- Company: Join Bionic, a dynamic company dedicated to making life easier for small businesses.
- Benefits: Enjoy private healthcare, flexible working, and generous annual leave.
- Other info: Be part of a vibrant team with great career progression opportunities.
- Why this job: Make a real difference by helping customers and improving their experiences.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 22950 - 28050 £ per year.
At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them. To support our continued growth and exciting plans, we’re looking for Customer Resolution Experts to join our Customer Service department to own customer complaint processes to ensure the best customer experience.
In this role, you will own your customer complaints and work to resolve them. You’ll be a self-motivated individual who is skilled in evaluating a range of evidence to reach a conclusion. Following your investigation, you’ll decide on the most appropriate course of action to resolve the complaint ensuring a fair outcome is achieved for the consumer. You’ll be able to manage multiple cases and work to challenging timescales as well as provide feedback and recommendations to improve Bionic’s customer experience.
Our Customer Resolution Experts work hard to deliver a satisfactory conclusion for both the customer and Bionic, in accordance with complaint-handling procedures and regulations.
Day to Day responsibilities:
- Investigation and resolution of customer complaints to meet the expectations of our business and customer.
- Responsibility for each customer complaint and accountability for customers' end-to-end journey through the complaint process.
- Ensuring that each interaction with our customers exceeds their expectations.
- Confident dealing with challenging conversations.
- Proactively contact complainants, providing regular updates and details on what they can expect.
- Regular complaints reporting to key stakeholders.
- Identify and provide root cause analysis information to drive continuous improvement in the customer journey.
- Working towards targets such as complaint closures and response times.
- Working with compliance on ensuring we are working within the complaint regulation/policy.
About you:
You’ll be a passionate, customer-focused team player, able to demonstrate:
- Exceptional communication skills (verbal, written and listening) with the ability to empathise and show compassion.
- Confidence presenting and summarising complex scenarios, with an awareness around the importance of how it’s delivered.
- Confidence in supporting team members, reviewing work, and delivering feedback where needed.
- Proven experience in adapting your problem-solving skills, you’ll be able to listen, digest information and act accordingly with the customers and Bionic’s interests at forefront.
- An exceptional attention to detail.
- Your resilience in working through challenging cases to reach a solution, always maintaining a ‘can-do’ attitude.
- You’re motivated by providing high levels of customer service & complaint resolution.
The Interview Process:
- Short video introducing yourself!
- Interview with the Hiring Manager.
About Bionic Group:
Bionic has over 850 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents. We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves. Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.
Benefits:
- Enhance your health & wellbeing: Private healthcare cover, Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies, Eyecare scheme.
- Taking time away from work: 25 days annual leave plus the 8 UK bank holidays, increasing with tenure, 1 paid family/religious day of leave per year - following successful probation period, 1 paid charity volunteering day per year, Option to buy/sell up to an additional 3 days leave per year.
- Family matters: Enhanced maternity, paternity or shared parental leave, 2 days off for your wedding upon joining, and up to 5 days after 2 years' service, Flexible working options & a hybrid work approach.
- Financial wellbeing: Auto-enrolled salary sacrifice pension scheme, Life assurance, Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure, Cycle to work scheme.
- Recognition: Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success, Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition, Long service awards.
Customer Resolution Expert in London employer: Bionic Services
At Bionic, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and creativity. Our commitment to employee growth is evident through our extensive benefits, including private healthcare, flexible working options, and generous leave policies, ensuring that our team members can thrive both personally and professionally. Join us in our mission to make business easier for SMEs while enjoying a supportive environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Expert in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bionic Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bionic Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Resolution Expert in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bionic Services:Your cover letter is your chance to shine! Tell us why you want to work at Bionic Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bionic Services!
How to prepare for a job interview at Bionic Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
