Job Title: Resolution Specialist

Locations: Hulme, Manchester

Contract Type: Fixed Term Contract (6 months)

Annual Salary: £26,745

Working Hours: Full-Time, 35 hours per week

Our client, a leading organisation in the customer service industry, is seeking Customer Service Officers to join their team based in Manchester. As a Resolution Specialist, you will play a vital role in delivering exceptional customer experiences by resolving issues at the first point of contact. If you have excellent communication skills, possess a customer-focused mindset, and thrive in a fast-paced environment, then this opportunity is perfect for you!

Key Responsibilities:

Manage customer demand with flexibility, prioritising and multitasking as needed.
Diagnose, schedule, and reschedule repair appointments based on customer demand and resource availability.
Provide first-point contact resolution across all customer channels.
Identify customer needs using effective listening and questioning techniques.
Handle challenging conversations where expectations cannot be met.
Collaborate with their Customer Experience Team to continuously improve customer satisfaction.
Take a proactive approach to customer complaints, ensuring a "put it right first" mentality.
Ensure compliance with GDPR for customer data management.

Skills and Experience Required:

Excellent communication skills, both verbal and written, tailored for different audiences.
Ability to remain calm under pressure, demonstrating empathy and diplomacy.
Adaptability in communication styles, particularly with sensitive or vulnerable customers.
Minimum of 12 months of experience in complaint resolution and customer service.

As a Customer Service Officer, you will have the opportunity to make a real difference in our client’s organisation. Your positive and solution-focused approach will ensure that our customers receive the best possible service, even in challenging situations. Join our client’s team and become part of a dynamic and supportive work environment that values transparency, collaboration, and customer satisfaction.

Please note that this role is offered on a fixed term basis for 6 months, starting asap. The working hours will be on a flexible schedule, Monday to Sunday, between 7am and 9pm, with a more likely expectation of Monday to Friday between 8am and 6pm.

If you are enthusiastic, customer-focused, and ready to tackle any challenge, then we want to hear from you! Apply now with your updated CV and let’s start your journey as a Resolution Specialist with our client.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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