Job description

Maternity Cover 21 hours (January - November 2023)
In addition to managing escalations/complaints from retailers, our aim is to assist teams to be able to respond to the retailer and resolve their issue at first contact, in order to deliver the best retailer experience. We work closely with all retailer facing teams to ensure processes are in place so that retailers can receive the best retailer experience at first contact and provide feedback where this can be improved.

The Retail Care Specialist is an important part of the team, responsible for managing the escalations/complaints through to completion (including reporting where required) and ensuring that they are managed accurately and promptly on Salesforce.

The Retail Care Specialist will have an in depth understanding of PayPoint business policies enabling them to give sound advice and to be a decision point should a policy waiver be required in order to resolve a retailer concern.

PRINCIPAL RESPONSIBILITIES

• Prompt and accurate logging of escalations/complaints
• Prompt and accurate resolution of escalations/complaints utilising information obtained from across the business as may be required
• Consistent quality checking of escalations/complaints which are resolved without escalation to the Retail Care Team and feedback of results to the management team to drive improvement
• Consistent quality monitoring of telephone calls across the retail services function and feedback of results to management team to improve standard of service
• Liaising with other departments to ensure the correct complaints process is followed
• Decision maker for policy waivers such as, but not limited to, Balance of Contract when the Retail Care Manager is not available

QUALIFICATIONS AND EXPERIENCE:

• Good understanding of objection handling
• Background in customer service
• Used to working under pressure in a busy environment
• Excellent Office skills (Outlook, Word, Excel and Powerpoint) and Visio (not essential)
• Ability to create processes
• Ability to complete team training to a high level if required
• Excellent interpersonal skills, (face to face, written and telephone) with the credibility to influence others
• Resilient and personable, able to handle difficult customers and provide feedback
• Well organised, positive and self motivated
• Trustworthy and able to work well without close supervision
• Strong team player with a flexible, proactive, questioning, tenacious and creative approach to work

Description
The Retail Care team’s primary function is to manage unresolved escalations/complaints from retailers and to ensure that the retailer is receiving the best service from PayPoint. We receive escalations from around the business and externally and our aim is to resolve the retailers issues as swiftly as possible.

Key Responsibilities
Prompt and accurate logging of escalations/complaints

Job Type: Part-time

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