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About the Role
In this role, you will own customer complaints and work to resolve them. You’ll be a self-motivated individual skilled in evaluating evidence to reach a conclusion. Following your investigation, you’ll decide on the most appropriate course of action to resolve the complaint, ensuring a fair outcome. You’ll manage multiple cases, work to challenging timescales, and provide feedback to improve Bionic’s customer experience. Our Customer Resolution Experts work hard to deliver a satisfactory conclusion for both the customer and Bionic, in accordance with complaint-handling procedures and regulations.
Responsibilities
- Investigation and resolution of customer complaints to meet business and customer expectations.
- Responsibility for each customer complaint and accountability for the customer's end-to-end journey through the complaint process.
- Ensuring that each interaction with customers exceeds their expectations.
- Confident dealing with challenging conversations.
- Proactively contact complainants, providing regular updates and details on what they can expect.
- Regular complaints reporting to key stakeholders.
- Identify and provide root cause analysis information to drive continuous improvement in the customer journey.
- Working towards targets such as complaint closures and response times.
- Working with compliance on ensuring we are working within the complaint regulation/policy.
Requirements
- Exceptional communication skills (verbal, written and listening) with the ability to empathise and show compassion.
- Confidence presenting and summarising complex scenarios, with an awareness around the importance of how it’s delivered.
- Confidence in supporting team members, reviewing work, and delivering feedback where needed.
- Proven experience in adapting problem-solving skills; ability to listen, digest information and act accordingly with the customers and Bionics interests at the forefront.
- Exceptional attention to detail.
- Resilience in working through challenging cases to reach a solution, always maintaining a ‘can-do’ attitude.
- Motivated by providing high levels of customer service & complaint resolution.
Skills
- Customer service
- Complaint resolution
- Communication
- Problem-solving
- Reporting
- Root cause analysis
Location
- London
- Luton
- Chelmsford
Work Type
- Hybrid
Benefits
- Private healthcare cover
- Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
- Eyecare scheme
- 25 days annual leave plus 8 UK bank holidays, increasing with tenure
- 1 paid family/religious day of leave per year - following successful probation period
- 1 paid charity volunteering day per year
- Option to buy/sell up to an additional 3 days leave per year
- Enhanced maternity, paternity or shared parental leave
- 2 days off for your wedding upon joining, and up to 5 days after 2 years' service
- Flexible working options
- Auto-enrolled salary sacrifice pension scheme
- Life assurance
- Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure
- Cycle to work scheme
- Highflyers incentive
- Company summer & Christmas party celebrations
- Business and local zonely & annual awards and recognition
- Long service awards
About the Company
- At Bionic, we're making life radically easier for small business owners by building a one-stop shop for business essentials powered by smart technology and world-class human service.
- Bionic has over 850 people working across three office locations and four businesses: Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.
- We have a high energy work environment; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun!
- We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can.
- We set the highest standards and show up every day to be the best version of ourselves.
- Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.