Senior Case Handler

What you'll do day to day

• Investigating and managing complaint cases within agreed timeframes


• Actively provide feedback to the business in order to promote improvements to benefit the Shareholders, Customers and Colleagues


• Escalate issues in alignment with internal procedure and with a focus on what is right for all concerned


• Looking at issue resolution with a view to improving our quality of service, star ratings on line and reputation


• Covering for Customer Experience Manager in her absence, making decisions and supporting the team.
  
  Multi Brand product knowledge and procedural knowledge with individual Brand standard awareness - preferable however this can be trained


• Communication Skills - You will need to be able to control a conversation with a customer be it written or verbal.


• Listening Skills - to be able to listen to a problem and summarise what has happened and what actions are required to resolve a situation to the satisfaction of all parties


• Decision making - to review a situation or interaction and have the confidence to make suggestions as to the way forward without referral and with confidence if challenged.


• Negotiation Skills - to facilitate a satisfactory conclusion to a situation that improves the customer experience and protects the reputation of Inchcape and the Brand


• Case Management - to be able to deal with all cases ongoing through a variety of channels multi-tasking and re prioritising ongoing
  
  Inchcape is a global automotive group that sells, services, and repairs the world's best-known car brands, from Audi, Toyota, Volkswagen, and Lexus to BMW, Jaguar, Land Rover, and Mercedes-Benz.


But you don't need to love cars to work with us - you just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people. That's why we believe Inchcape is for everyone.

At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you're excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch!


• 33 days' annual leave, including bank holidays, rising with length of service. Holiday buying scheme also available


• Retail discounts that save you money every day


• Gym discounts, cash healthcare plans, and a cycle-to-work scheme


• Car discounts for new and used purchases and servicing


• Flexible pension scheme and Sharesave scheme to grow your savings


• Family-friendly policies that help you spend more time with the people that matter


• A wellbeing programme to support you and your family


• An internal colleague recognition system to celebrate achievements


• A community volunteering day