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Vacancy at Tyne Tunnels- Complaints Resolution Advisor

Link to apply: Complaints Resolution Advisor

TT2 Limited, the operator of the iconic Tyne Tunnels is currently going through an exciting period of change and growth and we therefore have an exciting opportunity for an experienced full time (37hrs) Complaints Resolution Advisor at its fully COVID-19 secure premises in North Tyneside.

TT2 helps the 55,000+ customers who use the Tyne Tunnels each day to have the best journey experience possible and we are seeking a proactive individual, who can support the Customer Operations Manager in the delivery of TT2’s first-class customer experience, ensuring that customers receive a fair and consistence approach.

As Complaints Resolution Advisor you will be responsible for the effective investigation and resolution of customer complaints by treating customers fairly within our guidelines.  You will have the ability to restore customers confidence in TT2 by achieving the right outcome for both customer and the organisation. You will apply a problem-solving mind-set, providing continuous support to customers, as well as providing advice to the frontline teams to enable them to manage complaints effectively.

Main duties and responsibilities;

Reporting on performance, root cause and corrective actions, including to team leaders and senior management

Conduct end to end customer journey thematic scenario reviews

Investigation to gather and interpret all the relevant information. Keeping clear and accurate investigation notes, evidence and timelines, explaining reasons for complaint outcomes

Build and maintain strong working relationships internally

Identify opportunities to enhance operational efficiency and effectiveness of activities

Act as a subject matter expert on all types of customer complaints

Requirements;

Minimum of 3 years’ experience of customer complaints in a contact centre environment

Trained in RCA techniques

Experience in Lucidchart or similar mapping software

Intermediate level knowledge of Microsoft office as a minimum

Analysis and reporting of trends, implementing plans to address issues identified

Ability to problem-solve

 

If your experience and qualifications are a perfect fit for our organisation, please refer to Job Description (within link), and to attract the best candidates TT2 will offer a salary of £27,026 – £28,680 per annum plus membership, if required, into the Local Government Pension Scheme.

TT2 Ltd are an equal opportunity employer – all applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Closing date for receipt of applications is Friday 6th August 2021

Link to apply: Complaints Resolution Advisor

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