Customer Relations Case Handler
Job Description
We’re looking for a proactive Customer Relations Case Handler to join our team at our head office in Steeton (West Yorkshire). You’ll be the first point of contact for customers, handling inquiries and resolving issues to ensure excellent service. If you're customer-focused with great communication skills, we'd love to hear from you!
Working Hours: 8:30am - 5:00pm (40 Hours)
The Ideal Candidate
- Polite telephone manner
- Computer literate
- Customer Service experience and complaints background (desirable)
- Managing a caseload of up to 40 complainants a week
- Experience in a similar role (ideal but not essential)
- A can-do attitude
Must be able to display the Acorn Values
OUR VALUES
- Quality of the products we make and sell and the service we provide
- Unity Working together as one team
- Integrity Acting responsibly and honestly to deliver on our promises
- Caring About our customers, each other and the wider community
- Ambition Taking Pride in all we do and striving to improve
Key Responsibilities
- Dealing with a varied level of complaints in all company business areas, responding by various communication methods in order to keep regular contact with assigned cases
- Analyse the root cause of each complaint and provide corrective feedback to relevant departments
- Carrying out administrative tasks, including internal and external telephone calls, post and emails
- To proactively assist in responding to all Trustpilot and Google reviews and inviting new customers to review the business
- Establish and maintain effective working relationships with co-workers, internal and external stakeholders
- Working to department KPIs and targets
- Keeping computerised and paper records up to date
- Processing order cancellations through an automated system and working with our Finance team to ensure refunds are processed efficiently
- Maintain and secure sensitive company information in accordance to GPDR and follow our social media policy at all times
Salary Package
£25,000 P/A
Benefits of working at Acorn:
- Induction and training programme
- Investors in People award
- Healthcare and pension provisions
- Free on-site parking
- Excellent transport links to Leeds, Bradford, and Skipton
- Cycle to work scheme
- Company Events
- On site Canteen (Subsidised food)
- Gym Membership discounts
- Health & wellbeing programme
Benefits
- Excellent Transport Links to Leeds, Bradford and Skipton
- Free Parking
- Healthcare Provision
- Induction and Training Programme
- In-house Canteen
- Life Insurance Cover
- On-going Coaching and Development
- Pension Provision
About the Customer Service Department
Our Customer Service department strives to make each, and every aspect of our customers’ experience a positive one, leaving lasting impressions on our customers by assisting them in the best ways possible. Opportunities within customer service include team leaders, customer service and customer relations administration, planning, installation coordinators and field service roles, including installation and maintenance engineers.
Working with Acorn Stairlifts
Employing around 1,500 people worldwide Acorn is the world's largest independent manufacturer and supplier of straight stairlifts, with sales in over 80 countries and offices on 4 continents. Acorn achieved the Investors in People award and continues to invest in its most valuable resource: its people.
