Key responsibilities
- Answering enquiries by phone, email and chat
- Logging feedback and complaints accurately
- Resolving routine issues at first contact and arranging follow-up
- Escalating complex or sensitive matters
Current priorities
- Lift first-contact resolution against the customer charter
- Reduce complaint response times during peak periods
- Keep scripts and templates current
Common requests we handle
- Help with a customer enquiry or order question
- Logging or escalating a complaint
- Advice on what the Customer Charter allows
- A follow-up on an open customer issue