Job Description

Our Leeds city Centre based client urgently needs temporary assistance starting immediately with a view to becoming permanent. Alternatively commitment until the end of January 2021 is essential. Outstanding customer service experience is required with previous complaint handling ideally. These are escalated roles requiring someone with a creative and sympathetic approach. Fantastic offices.

Dealing with escalated complaints redirected from a contact centre. You will be dealing with vulnerable customers and adapting your approach accordingly. You need the ability to think outside of the box and offer a resolution both suitable for the customer and business. It is essential you have a track record of strong verbal and written communication with the ability to work well under pressure and to a high standard. The response is a combination of of written and voice.

This is an escalated complaints team so you are taking calls from people who can be quite unhappy. Your Team Manager would ideally like someone with a creative and sympathetic approach.

You need to be available to undertake 37.5 hours per week but shift patterns vary and require availability 5 days over 7 (therefore ability to work weekends is essential) and shifts can be between 8am and 8pm. An example of shift patterns could be:

Shift one: Sunday 10 - 4, Mon 8 - 4.30, Tue 11.30 - 8, Wed 8 - 4.30, Fri 12 - 8

Shift two: Sat 9 - 5.30, Mon 12 - 8, Tues 8 - 4.30, Wed 8 - 4.30, Fri 10 - 6.30

Shift three: Sun 10 - 4, Mon 8 - 4.30, Wed 12 - 8, Thurs 8 - 4.30, Fri 8 - 4.30

Schedule:

• 8 hour shift

Work remotely:

• Yes, occasionally

Required Knowledge, Skills, and Abilities