At a Glance
- Tasks: Help customers resolve complaints and build loyalty through exceptional service.
- Company: Join a dynamic team focused on customer satisfaction and retention.
- Benefits: Competitive salary, bonuses, training, and clear career progression.
- Other info: Enjoy a supportive work environment with opportunities for personal growth.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
The predicted salary is between 25000 - 32000 £ per year.
We are looking for confident, empathetic Customer Complaints & Retention Advisors to join a specialist customer resolution team where exceptional service and commercial awareness go hand in hand.
In this role, you will manage formal complaints and escalated customer concerns while identifying opportunities to retain customer loyalty, rebuild trust, and offer appropriate solutions that meet both customer needs and business objectives. This is a service-led, consultative role, not a hard-sell position. Success comes from resolving issues fairly, handling objections professionally, and recommending suitable products, services or options where doing so benefits the customer.
Key Responsibilities
- Manage formal customer complaints via phone, email, written correspondence and digital channels
- Take full ownership of cases, acting as the primary contact throughout the complaint journey
- Investigate issues thoroughly, identifying root cause and fair outcomes
- Communicate with empathy, professionalism and confidence at all stages
- Retain customers by building trust, managing expectations and delivering on promises
- Use strong objection-handling skills to address dissatisfaction and prevent churn
- Identify appropriate opportunities to retain, upgrade or enhance customer services where relevant
- Present solutions clearly, tailoring recommendations to individual customer needs
- Liaise with internal teams and third parties to resolve complex cases efficiently
- Escalate cases appropriately in line with internal policies
- Maintain accurate records, case notes and administration
- Meet quality, retention, service and performance targets
- Maintain strong product, service and policy knowledge
What We’re Looking For
- Excellent written and verbal communication skills
- Strong objection-handling, negotiation and influencing ability
- A calm, empathetic approach with the confidence to have difficult conversations
- Customer-first mindset with commercial awareness
- Ability to balance resolution, fairness and business outcomes
- Strong organisation skills and attention to detail
- Comfort working with multiple systems and case management tools
- Ability to work independently and as part of a wider team
- Resilience and adaptability in a fast-paced environment
Desirable (Not Essential)
- Experience in escalated complaints, regulated or premium environments
- Retention, renewals or save-team experience
- Sales, upsell or account management exposure
- Written complaints handling experience
What’s in It for You
- Competitive base salary
- Performance-related incentives or bonuses (role dependent)
- Full structured training and ongoing coaching
- Opportunity to develop specialist resolution and commercial skills
- Clear progression pathways into senior resolution, quality or leadership roles
- Employee wellbeing and support programmes
- Company pension
- Paid annual leave and benefits
Work Environment
This role operates in a professional contact centre or office-based environment (with hybrid options for some roles). You will use standard systems, PCs and headsets and must handle customer and business data securely at all times.
Eligibility
Applicants must be legally eligible to live and work in the UK. Proof of eligibility will be required as part of the recruitment process.
Customer Resolution / Service-to-Sales Advisor in Belfast employer: VONQ
Join a dynamic and supportive team as a Customer Resolution / Service-to-Sales Advisor, where your empathetic approach and exceptional service skills will be valued. With competitive salaries, performance-related bonuses, and clear pathways for career progression, we prioritise employee growth and wellbeing in a professional environment that fosters collaboration and innovation. Experience the satisfaction of resolving customer issues while contributing to a culture that champions trust and loyalty.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution / Service-to-Sales Advisor in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VONQ. 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 VONQ 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 Resolution / Service-to-Sales Advisor in Belfast
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 VONQ:Your cover letter is your chance to shine! Tell us why you want to work at VONQ 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 VONQ!
How to prepare for a job interview at VONQ
✨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.
