Customer Relations Specialist

Description du poste:

This role is responsible for managing the effective collection, investigation, and resolution of customer dissatisfaction, identifying root causes, and ensuring a coordinated response that drives improvements across the business.

The role provides valuable customer insight to stakeholders, helping to shape process improvements and support a customer-centric approach to the delivery of Sage products and services.

This is a hybrid role - 3 days in office
Customer Complaint Resolution

* Ensure customer dissatisfaction raised through the Closed Loop process is acknowledged and addressed within agreed service levels (SLAs).
* Own, investigate, and resolve customer complaints escalated to the Customer Relations Team, ensuring timely and appropriate outcomes.
* Work closely with stakeholders across the business to investigate issues, resolve outstanding requirements, and support customers through to resolution.
* Follow up with customers when solutions or fixes have been implemented to ensure completion of the complaint process.
* Maintain accurate records of complaints, including details of investigations, outcomes, and any costs associated with resolution.

Process Improvement & Customer Advocacy

* Capture customer feedback and identify recurring themes, root causes, and opportunities for improvement.
* Follow established processes while contributing to improvements and helping develop new processes where gaps are identified.
* Provide guidance and support, where appropriate, to colleagues involved in complaint handling.
* Champion a high standard of customer service and advocate for positive customer outcomes.

Data & Regulatory Requests

* Administer customer access requests, including GDPR, Right to Be Forgotten (RTBF), and Data Subject Access Requests (DSARs).
* Compile and coordinate information from internal teams to ensure requests are completed accurately and within required timescales.
* Act as a liaison between Sage and external regulatory bodies, including liquidators, administrators, HMRC, and law enforcement agencies, ensuring requests are processed in line with relevant SLAs.

Additional Responsibilities

* Support other duties as directed by the line manager within the scope of the role.

Skills, Knowledge & Experience

* Knowledge of Sage products.
* Minimum of two years' experience in a customer-facing role.
* Excellent planning and organisational skills.
* Strong interpersonal and relationship-building skills.
* Negotiation and influencing skills.
* Excellent verbal and written communication skills.
* Objection handling skills.
* Commercial and business awareness.
* Financial awareness.
* Analytical skills, including the ability to analyse and interpret information.
* Risk analysis capabilities.
* Understanding of customer service strategies.
* Creative approach to problem-solving.
* Proactive and innovative mindset.
* Self-motivated and resilient.
* Ability to work collaboratively as part of a team.

What Success Looks Like

Members of the Customer Relations Team are:

* Customer-focused: Acting as the voice of the customer, taking proactive steps to resolve dissatisfaction and improve the customer experience.
* Action-oriented: Responding positively to challenges, focusing on solutions, and driving issues through to resolution.
* Accountable: Taking ownership of actions and outcomes while supporting others to deliver a positive customer experience.
* Trustworthy: Demonstrating honesty, integrity, consistency, and transparency in all interactions.
* Innovative: Looking for opportunities to improve processes and customer outcomes, while constructively challenging the status quo.
* Collaborative: Building effective partnerships across teams and working with stakeholders to achieve the best outcomes for customers.

Benefits? We have plenty...

Your benefits (Only Applicable for UK Based Roles)
Benefits video - https://youtu.be/TCMtTYUUiuU
* Comprehensive health, dental and vision coverage
* Work away scheme for up to 10 weeks a year
* On-going training and professional development
* Paid 5 days yearly to volunteer through our Sage Foundation
* Flexible work patterns and hybrid working

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