Consumer Care Representative

TN United Kingdom; Greater London; Remote; GBP 40,000 - 60,000; Full time

Job description

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Consumer Care Representative, England, GB

Client:

SRG

Location:

England, GB, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

367bc57ea0e3

Job Views:

4

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

Job Title: Consumer Care Representative
Location: Remote (Work from Home)
Contract: 12 Months (Fixed Term)
Hours: 37.5 per week

About the Role

We're looking for a friendly and professional Consumer Care Representative to join our remote team. You'll be the first point of contact for customers, helping to resolve queries and complaints across different channels such as phone, email, post, and social media. This is a great opportunity to represent a well-known company, make a difference to customers, and build your experience in a fast-paced, supportive environment.

What You'll Be Doing

1. Represent the company in a professional and positive way during all customer interactions.
2. Respond to customer queries and complaints across phone, email, letters, and social media, always aiming to provide excellent service.
3. Understand and handle different types of enquiries, from simple to more complex or sensitive issues.
4. Deal with high-priority or sensitive cases calmly and professionally, making sure issues are resolved quickly and to a high standard.
5. Share useful feedback with the Consumer Services Team Leader and wider team to help improve how we do things.
6. Handle escalated complaints, ensuring they're resolved quickly, fairly, and in line with company policies.
7. Carefully review and respond to written communications, making sure the tone and message are right for our customers.
8. Promote a customer-first attitude in everything you do, helping to build loyalty to our brand.
9. Make sure all actions follow company guidelines and data protection laws (like GDPR).
10. Support improvement projects using simple tools and best practices to help the team work better.
11. Use good judgement and strong communication skills to handle challenging conversations, including complaints, product issues, or suspected fraud.

What We're Looking For

1. Previous experience (around 3-5 years) in a customer service or complaints role, especially with more complex or high-value queries.
2. Confident communication skills—written and verbal—with the ability to adjust your style depending on who you're speaking to.
3. Strong problem-solving skills, able to quickly understand what's important and respond appropriately.
4. Bonus: A degree (not essential, but helpful).