The role of a Resolution Advisor is to take ownership of a portfolio of complaints and compensation claims. The Resolution Advisor is there to investigate, resolve and respond to complaints made by customers and third parties, ensuring fair treatment of customers at all times, by completing thorough and objective investigations in line with the company policies to create award winning, positive experiences.
This role involves a full analysis of the complaint to be able to provide feedback to stakeholders across the business in order to make key operational and strategic business decisions.
Bright, friendly and attentive, our brilliant teams are focussed on doing the best for our customers. If you're resourceful and a confident communicator, this role will allow you to make a real difference to the customer experience.
Main Responsibilities:
• Owning and proactively resolving customer complaints and compensation claims in line with the company policies
• Taking ownership of each customer call to provide the best resolution
• Provide all Wren customers with an exceptional experience
• Assist stores with any related queries or concerns relating to the systems or processes
• Identify and report on any processes that could result in a poor customer experience
• Demonstrate empathy and clear understanding when liaising with customers in a professional manner
In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to polices and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS) Responsibilities document.
What Wren Offer:
- Free access to our state of the art on-site gym, open 24/7
- Enjoy subsidised meals in our two restaurants
- Free on-site parking
- Customer Service Employee of the Month awards
- Refer a Friend Scheme
- Free refreshments brought directly to your desk
- Free annual eye tests and a contribution to new glasses
- Free uniform included that you can claim under the HMRC allowance
- Subsidised bus service options from Hull, Grimsby and Scunthorpe