At a Glance
- Tasks: Deliver top-notch customer service and manage enquiries and complaints efficiently.
- Company: Join Argyle Satellite, Wirral's leading taxi service with a focus on customer satisfaction.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Dynamic role with a chance to learn and grow in a thriving company.
- Why this job: Be the voice of our customers and make a real difference in their experience.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 32330 - 39514 £ per year.
Are you ready to steer your career in the right direction?
Join Argyle Satellite today and become a vital part of Wirral's premier taxi service - where your communication skills drive success!
Company Overview
Argyle Satellite is Wirral's leading taxi company, dedicated to making your journey booking experience simple and efficient.
We pride ourselves on reliable service and customer satisfaction, operating across Wirral and nearby locations.
Summary
Deliver high-quality, compliant and efficient customer services and administration, acting as the primary point of contact for customer enquiries and complaints and ensuring each is investigated, managed end-to-end and responded within SLAs.
The role supports continuous improvement by identifying recurring issues and emerging risks, helping embed new services, systems and ways of working through guidance, coaching and communication.
It also provides front-of-house support on behalf of the Fleet Services team as required, assisting drivers and completing key operational administration.
- Location
- Based in Wirral (CH41 5EF)
Salary
- Hours
- 08:00-16:00 or 09:00-17:00, Monday to Friday (37.5 hours per week)
Responsibilities
- Customer Services;
- Act as the primary point of contact for all B2C customer enquiries and complaints,
- Investigate complaints by gathering evidence and producing clear case notes.
- Liaise with Fleet Services and Call Centre teams to obtain accounts of events.
- Monitor shared inboxes/queues and manage call-backs to maintain service levels
- Prioritise workload to meet response and resolution targets.
- Manage cases end-to-end through to resolution.
- Fleet Services;
- Act as the front-of-house / reception point for the Fleet Services team.
- Support Fleet Services team with day-to-day administration
- Monitor driver activity, platform queries and general operational requests.
- Assist with onboarding/offboarding administration as required.
- Support non-payer administration including logging cases and issuing standard communications.
- Driver Administration;
- Provide full administrative, clerical and technical support to Operations Department.
- Engage with customers and drivers by phone, email or in person at the office.
- Support the rollout and embedding of new services, systems and ways of working
- Provide training, coaching and support to colleagues on new processes, standards and system functionality.
- Qualification
- Previous experience in a customer services and administration role, with responsibility for managing enquiries and/or complaints through to resolution.
- Proficiency in Microsoft Office applications, particularly Word and Excel.
- High level of customer service understanding, including experience dealing with queries and complaints.
- Familiarity with CRM systems, booking platforms or workforce management tools (Desirable)
- NVQ Level 3 or equivalent qualification in Customer Service or Business Administration (Desirable)
- #J-18808-Ljbffr
Customer Complaints Assistant employer: CityFleet
CityFleet offers a dynamic working environment with opportunities for professional growth and development. Employees benefit from competitive salaries and the chance to engage with a diverse customer base, enhancing their skills in sales and customer service. The company is committed to operational excellence and innovation, ensuring a supportive atmosphere for its staff.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Assistant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CityFleet. 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 CityFleet 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 Complaints Assistant
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 CityFleet:Your cover letter is your chance to shine! Tell us why you want to work at CityFleet 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 CityFleet!
How to prepare for a job interview at CityFleet
✨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.
