Customer Resolution Advisor

We’re VIVID! -We offer a vibrant, friendly, inclusive culture that supports and develops the best people!  

 

We have an exciting opening for a Customer Resolution Advisor (Complaints) to join us on a permanent basis. Based out of our Portsmouth office, this is a full time role working 37 hours a week, with a minimum of 20% of this to be office based to promote collaboration and team working within the customer resolution team and other colleagues across the business. 

 

 Want to know what we can offer you?

• 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes.
  
  

 

Here’s the facts about the role: 

 As a Customer Resolution Advisor, you’ll be responsible for taking ownership and managing complaints through to resolution, working within the policy framework and Ombudsman requirements for complaint handling. You’ll work in partnership with our managers, ensuring effective resolution at the earliest opportunity, and will have a huge impact on our service delivery to our customers.

We want our team to develop a positive culture towards compliant handling and ensure our customers get the very best experience, so the impact of this role is huge!

You’ll need to be organised, and good at record keeping, ensuring quality assurances on all responses and working together to identify root causes by escalating common trends to enhance improvements to the overall service we offer.

You’ll need good experience in complaints handling and have a proven track record of excellent customer service. Your communication skills will be your forte, both through talking and writing. You’ll have a genuine passion for helping people, with the ability to calm down and diffuse difficult situations whilst always remaining professional. Due to the fast-paced environment, you’ll need to have excellent time management and prioritisation skills and enjoy being busy. You’ll have experience in a customer focused or customer facing role, preferably within a complaints team, which will greatly contribute towards your goal of being a ‘champion’ of customer service across the business.