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For Companies At a Glance
- Tasks: Manage customer complaints from start to finish, ensuring a positive experience.
- Company: Join toob, a company that values its people and fosters a supportive culture.
- Benefits: Enjoy hybrid working, 25 days annual leave, bonuses, and private medical insurance.
- Why this job: Be part of a dynamic team that values diversity and personal growth while making a real impact.
- Qualifications: Previous complaint handling experience and excellent communication skills are preferred.
- Other info: We welcome applicants from all backgrounds; don't hesitate to apply even if you don't meet every requirement.
The predicted salary is between 21600 - 37800 £ per year.
Customer Relations Advisor – Hybrid after Probation
The Role:
Due to the success of our business, we are looking to recruit a Customer Relations Advisor. You will be responsible for taking ownership of our customer complaints from initial contact through to resolution and closure. You will efficiently manage and resolve customer complaints while ensuring a positive customer experience. You will investigate issues, provide fair and timely resolutions, and maintain accurate records.
As our Customer Relations Advisor your key responsibilities will :
- Take ownership of customer complaints and dissatisfaction with a calm and methodical approach, monitor, and follow up until fully resolved
- Demonstrate strong customer service skills which help to identify and understand the customer’s requirements
- Explain complex information clearly and simply to our customers, by using excellent communication and listening skills
- Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled
- Effectively and professionally handle customer contact across our social media platforms
- Promote and represent our brand in a positive and professional manner
- Identify and highlight improvement opportunities in ways of working
- Regularly track your progress against KPIs and SLAs, ensuring quality and productivity targets are consistently achieved
- Take ownership to develop a strong product knowledge
What you’ll bring to toob:
- Previous experience in a complaint handling role is preferred
- Demonstrable experience in handling customer communication on phone, social media, and other digital contact channels
- Excellent written communications skills with the ability to adapt your style when needed.
- Passionate about delivering an excellent service in every customer interaction.
- A calm and confident telephone manner with a friendly, positive attitude and approach
- Methodical, logical approach to problem solving with high attention to detail and the ability to multi-task.
- Self-motivated, resilient, and driven to meet and exceed performance targets and resolve customer issues.
- A great team player who enjoys interacting & supporting others
- Enjoy working in a fast-paced environment and problem solving.
What we offer you!
- A positive, collaborative, and supportive work environment
- Annual leave – 25 days + Bank Holidays ( Bank holidays on a rota basis)
- Annual Bonus
- Hybrid Working – After Probation ( 2 days from home p/w)
- Group Pension
- Group Critical Illness
- Private Medical Scheme
- Development opportunities
Family Friendly Benefits
- Enhanced maternity & adoption pay – up to 6 months full pay
- Enhanced paternity leave and pay – up to 3 weeks full pay
About toob:
Here at toob, our people are our greatest asset. They fuel our success and are truly passionate about the work they do. In this ever-changing world it’s crucial that we continue to support our people with a positive growth culture where they can enjoy themselves, be authentic to who they are but also be rewarded for their efforts whilst learning and having fun.
toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply.
Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application
Job Type: Full-time
Pay: £27,000.00 per year
Additional pay:
- Yearly bonus
Benefits:
- Company pension
- Free parking
- On-site parking
- Private medical insurance
Work Location: Hybrid remote in Portsmouth PO6
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Customer Relations Advisor employer: toob Ltd
Contact Detail:
toob Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Advisor
✨Tip Number 1
Familiarise yourself with common customer complaints in the industry. Understanding typical issues can help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Practice your communication skills by role-playing different customer scenarios with a friend. This will help you articulate your thoughts clearly and confidently when addressing customer concerns.
✨Tip Number 3
Research toob's values and recent developments. Being knowledgeable about the company will allow you to align your answers with their mission and show that you're genuinely interested in the role.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved customer complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
We think you need these skills to ace Customer Relations Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer relations and complaint handling. Use specific examples that demonstrate your ability to manage customer complaints effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention how your skills align with the responsibilities of the Customer Relations Advisor role, particularly your communication skills and problem-solving abilities.
Showcase Relevant Experience: In your application, emphasise any previous roles where you handled customer communications across various channels, including phone and social media. Highlight your achievements in resolving complaints and improving customer satisfaction.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at toob Ltd
✨Showcase Your Customer Service Skills
Prepare to discuss specific examples of how you've handled customer complaints in the past. Highlight your ability to remain calm and methodical, as well as your strong communication skills that help you understand and meet customer needs.
✨Demonstrate Problem-Solving Abilities
Be ready to explain your approach to resolving issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your logical thinking and attention to detail when tackling complex problems.
✨Familiarise Yourself with the Brand
Research toob and its values before the interview. Understanding the company's mission and how they handle customer relations will allow you to align your answers with their expectations and demonstrate your enthusiasm for the role.
✨Prepare for Role-Playing Scenarios
Expect to engage in role-playing exercises during the interview. Practise responding to hypothetical customer complaints, focusing on your ability to communicate clearly and professionally while maintaining a positive attitude.