At a Glance
- Tasks: Manage complex customer cases and ensure top-notch service delivery.
- Company: Join Avanti West Coast, a leader in the railway industry.
- Benefits: Enjoy free travel, a final salary pension, and 30 days holiday.
- Other info: Diverse workplace with opportunities for personal and professional growth.
- Why this job: Be a key player in enhancing customer experiences and solving real problems.
- Qualifications: Strong problem-solving skills and familiarity with IT systems required.
The predicted salary is between 30000 - 40000 £ per year.
Are you a problem-solver with excellent customer service skills? Look no further! We are seeking a Senior Customer Resolutions Advisor to join our team at the Customer Resolutions Centre. In this role, you will be responsible for managing the reputational risk and handling complex cases to uphold our service level agreements and key performance indicators. Working closely with our First Customer Contact Centre, you will be the critical support system to guide them in providing the best customer experience. Your sharp eye and attentive ears will ensure that our customers receive the correct level of support they need.
Key accountabilities for this role include:
- Ability to adapt and balance changing priorities, which requires moving from one activity to another without prior notice.
- Manage and forward plan day to day activities, in consultation with the Head of Customer Resolutions Centre and fellow Senior Customer Resolutions Advisors.
- Ensuring continued communication and dissemination of information to First Customer Contact Centre in the form of 1:1 advice, correspondence templates and knowledge articles.
- Working closely with the First Customer Contact Centre to provide help and support to answer customers queries in an accurate and timely manner.
To be successful in this role, you must be able to demonstrate:
- An understanding of the railway industry would be advantageous.
- Great problem-solving abilities - able to assess all options before making a decision.
- Ability to use IT systems, such as Microsoft Office Suite/365, Customer relationship management systems.
Benefits include:
- Final salary pension
- Free travel on Avanti West Coast for you/spouse/partner/dependents
- Privilege Travel card (75% off other train operators fares for leisure travel)
- 30 days holiday rising by 1 for every completed year
At Avanti West Coast, we value the differences that make each of us outstanding! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.
Senior Customer Resolutions Advisor - Elevate CX in Birmingham employer: Job Search Place Limited
At Avanti West Coast, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive work culture. As a Senior Customer Resolutions Advisor, you will enjoy a range of benefits including free travel for you and your family, a final salary pension, and generous holiday allowances that increase with service. Our commitment to employee growth and diversity ensures that every team member has the opportunity to thrive in their career while contributing to a meaningful customer experience in the railway industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Resolutions Advisor - Elevate CX in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current employees at Avanti West Coast on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and problem-solving. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your adaptability! Be ready to share examples of how you've successfully managed changing priorities in past roles. This will demonstrate that you're the perfect fit for the dynamic environment at the Customer Resolutions Centre.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Senior Customer Resolutions Advisor - Elevate CX in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Senior Customer Resolutions Advisor. We want to see how you can adapt to changing priorities and manage complex cases effectively.
Showcase Problem-Solving Skills:In your written application, give examples of how you've tackled challenging situations in the past. We love seeing candidates who can assess options and make informed decisions, so don’t hold back on sharing your success stories!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised on our end.
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of the railway industry. Understanding the key challenges and customer expectations in this sector will show that you're not just a problem-solver, but also someone who gets the bigger picture.
✨Showcase Your Problem-Solving Skills
Prepare specific examples from your past experiences where you've successfully resolved complex customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to assess options before making decisions.
✨Be Ready to Adapt
Since the role requires balancing changing priorities, think of instances where you've had to pivot quickly in your previous jobs. Share these stories to demonstrate your flexibility and how you manage day-to-day activities effectively.
✨Communicate Clearly
Effective communication is key in this role. Practice explaining complex ideas simply and clearly, as you’ll need to provide guidance to the First Customer Contact Centre. Consider doing mock interviews with a friend to refine your communication style.
