Customer Resolutions Specialist (12 Month FTC) in Manchester

Role summary

The role of the Customer Resolution specialist is very varied and will involve investigative and thorough analysis to determine the root cause of the complaint in order to see clearly what went wrong and why.

• Aims
• Provide exceptional customer service via phone, email, live chat and social media.
• Adhering to SLAs and KPIs.
• Identify and sometimes lead continuous improvement opportunities driven by voice of the customer and complaints root cause analysis.
• Contributing to designing and embedding effective and efficient complaints processes.
• Creating and maintaining strong relationships with each business unit.
• Be the voice of the customer when operating within the business.

We are looking for someone who is enthusiastic, highly motivated and is passionate about creating an innovative customer experience, building strong relationships with customers and who strives for continuous improvement.

You must show pride and passion in the Mitsubishi Electric brand and the products which provide renewable solutions to heating and cooling.

You will be an advocate and role model for Mitsubishi Electric’s Founding and Guiding Principles and vital behaviours so that we help to create an organisation that delivers on our promises to our customers.

Skills/Responsibilities

• Ensure all customer complaints are received, investigated and resolved promptly, professionally and fairly, resulting in high levels of customer satisfaction and retention.
• Conduct thorough investigations into product, service or delivery related complaints to determine root causes and implement corrective and preventative actions that reduce recurrence.
• Ensure all complaint handling processes comply with relevant industry regulations, product standards, contractual obligations and consumer protection legislation, minimising legal and financial risk to the business.
• Maintain accurate, complete and audit-ready records of all customer complaints, investigations, findings and resolutions in accordance with company policy and regulatory requirements.
• Manage clear, professional and solution-focused communication with customers throughout the complaint lifecycle, protecting and enhancing the company’s reputation.
• Identify high-risk or legally sensitive complaints early and escape appropriately to senior management or legal advisors to prevent reputational damage, financial loss or regulatory penalties.

Experience

• 3+ years of complaint handling experience.
• To communicate effectively, both verbally and in writing, is essential for a complaint’s handler.
• Convey information clearly and accurately and demonstrate empathy and understanding when dealing with customers.
• To identify the root cause of a problem and develop effective solutions to resolve it.
• Be able to think critically and creatively to find solutions that satisfy both the customer and the organisation.
• Have a customer-centric approach and be committed to delivering exceptional service.
• Able to manage difficult or upset customers with professionalism.
• Manage workload effectively and prioritise tasks to meet deadlines and should be able to work efficiently and handle multiple complaints at the same time.
• Must pay attention to detail to ensure that all complaints are properly recorded, investigated and resolved, and have a thorough understanding of company policies and procedures and be able to apply them consistently.

Benefits

• Generous annual leave allowance – 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working – we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Group Income Protection Scheme.
• Private Medical, Dental Insurance and a Cash Plan Scheme – single cover funded by Mitsubishi.
• Access to Mitsubishi’s very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts).
• Employee Assistance Programme including additional services Eldercare & Best Doctors.
• Equality and Diversity

As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development.

Based on this, Mitsubishi Electric promotes employee diversity through the following measures.

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