Resolution Specialist

Job Type: Full Time, On-site

Job Overview

The role requires you to excel in enthusiasm as part of our client experience team.

Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast membership focused solutions.

Day-to-Day Responsibilities

To be the key person for receiving member complaints and retention opportunities

To ensure that all member service issues whether verbal or written are acknowledged in line with the complaints procedure

To ensure that all member complaints are thoroughly investigated through discussion with the member and appropriate internal staff

To ensure that all member complaints are resolved in a timely manner and at all times focused on member resolution and retention

To understand all member databases and systems in order to adequately investigate and respond to the member

Accountability for obtaining a prompt response to member queries, service issues and requests to cancel

Review of member complaints in order to produce an effective handover where applicable to Credit Control

Maintenance of member profile including additional sites, change in employee information and undertaking investigations where appropriate

To liaise with the Business Development Manager regarding clarification of the members contracted service provision

To contact members to activate their account and book the initial appointments with consultations in line with service levels and diary booking guidelines.

To receive member and consultant telephone calls and resolve queries, service issues and retention opportunity requests

What you Bring to the Team

A “can-do” attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team

Ability to work in a fast paced environment

Strong time management skills

A dynamic and flexible approach, as well as the ability to work under pressure