At a Glance
- Tasks: Resolve customer complaints and ensure a positive experience from start to finish.
- Company: Join Likewize, a global leader in enhancing customer experiences with tech.
- Benefits: Free gym membership, vibrant office space, and a supportive work environment.
- Other info: Inclusive workplace that values diversity and offers career growth opportunities.
- Why this job: Make a real difference by helping customers and solving complex issues.
- Qualifications: Strong communication skills and experience in handling customer complaints.
The predicted salary is between 23850 - 29150 £ per year.
- Description
- Customer Relations Executive
- Crewe, Onsite
- What This Role Is All About
Are you passionate about delivering excellent customer outcomes and resolving complex issues?
We're looking for a Customer Relations Executive to take ownership of customer complaints from start to finish, ensuring every case is handled fairly, professionally, and in line with FCA regulations.
Working as part of our Customer Relations team, you'll investigate escalated complaints relating to customer claims, acting as the main point of contact throughout the resolution process.
You'll combine strong written communication with confident telephone-based customer interaction, gathering information, reviewing evidence, and delivering clear, well-reasoned outcomes.
This role is ideal for someone who thrives on problem-solving, can manage sensitive conversations with empathy and professionalism, and takes pride in seeing a case through to resolution.
You'll play a key role in protecting customer trust while ensuring regulatory and business requirements are met.
- Your Key Areas of Focus
- Take ownership of customer complaints from escalation through to final resolution, ensuring a positive customer experience throughout.
- Investigate complaint cases thoroughly, reviewing claim information, evidence, and customer interactions to reach fair and balanced outcomes.
- Communicate with customers via phone and written correspondence, providing clear, professional, and empathetic updates and decisions.
- Ensure all complaints are handled in line with FCA regulations, internal policies, and agreed service level agreements.
- Identify trends, recurring issues, and opportunities for improvement to help enhance customer outcomes and business processes.
What We're Looking For
- Strong verbal and written communication skills, with the ability to explain complex information clearly and professionally.
- Experience handling customer complaints, escalations, or resolving complex customer issues in a regulated environment.
- A thorough and investigative approach, with the ability to gather information, analyse evidence, and reach fair outcomes.
- Excellent organisation and time management skills, with the ability to manage multiple cases while maintaining attention to detail.
- A customer-focused mindset with a good understanding of FCA regulations and a commitment to delivering positive customer outcomes.
- Get To Know Us
The world runs on connected devices.
At Likewize, we make the experience around them work better.
We partner with many of the world’s biggest brands to design and deliver seamless device journeys across protection, repair, upgrade, and renewal.
We help our partners unlock growth by putting customer experience at the center of the entire device lifecycle.
When tech goes wrong, we make it right.
When customers are ready for something new, we make the transition simple.
We operate on a global scale but never lose sight of the individual customer.
Innovation is part of our DNA.
We move fast, challenge the obvious, and look for better answers.
We are driven by Success, Passion, Professionalism, Accountability and Teamwork - and we look for people who share the same values.
At Likewize, we Go for Growth.
To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard.
This is how we create success.
If that fires you up, you're going to love it here.
To learn more about who we are, visit our website at www. likewize. com.
Where We Work
Our UK Head office is located less than two miles from the centre of Crewe, making it an easy and convenient commute.
Crewe train station is just a 20-minute walk away, and for those who prefer to drive, there's a large free on-site car park available.
Once you're here, you'll also find plenty of added perks.
- Paying for a gym membership? You can cancel it when you join us, as our Crewe office has a free on-site gym, open seven days a week.
- Crewe train station is just a 20-minute walk away, and for those who prefer to drive, there's a large free on-site car park available.
The office itself is a fun and vibrant space, designed to encourage creativity and fresh ideas.
It features spacious meeting rooms, fully equipped desks, and dedicated wellness rooms.
All of this makes our Crewe office a comfortable, accessible, and inspiring place to work.
Ensure Fairness & Embrace Differences
Together we are committed to creating a work environment where differences are celebrated and are essential to our success.
We are a Disability Confident employer and are committed to creating an inclusive and supportive environment for all.
We actively encourage applications from individuals with disabilities and will make reasonable adjustments throughout the recruitment process and in the workplace to ensure accessibility and equal opportunity.
If you require any accommodation during the application or interview process, please let us know - we're here to help.
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Customer Relations Executive in Stoke-on-Trent employer: Likewize
Likewize is an excellent employer that prioritises employee development and a supportive work culture in Crewe. With a focus on delivering high-quality customer service, employees benefit from comprehensive training, opportunities for career advancement, and a collaborative environment that values each team member's contributions. Working onsite in a dynamic call centre, you will be part of a dedicated team committed to making a meaningful impact in the lives of customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Executive in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Likewize. 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 Likewize 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 Relations Executive in Stoke-on-Trent
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 Likewize:Your cover letter is your chance to shine! Tell us why you want to work at Likewize 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 Likewize!
How to prepare for a job interview at Likewize
✨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.
