Service Recovery Assistant

Are you highly organised, customer-focused and confident managing a varied workload?Join A2Dominion as a Service Recovery Assistant and play a key role in supporting customers and colleagues by providing high-quality administrative support, maintaining accurate records and ensuring customer enquiries are handled efficiently and professionally. Working as part of our Decants Team, you'll help manage customer contact, support case triage activities and provide essential administrative support to ensure customers receive a responsive and effective service.,

• Provide excellent customer service through telephone, email, written correspondence and face-to-face interactions, adapting your approach to meet individual customer needs
• Support the team in delivering a responsive service that adapts to changing priorities and customer requirements
• Assist with the management of lower-level cases to develop an understanding of the end-to-end service process
• Respond to customer enquiries in a timely, professional and customer-focused manner
• Transfer service requests to the appropriate departments within agreed timescales
• Maintain accurate and up-to-date records within the CRM system
• Provide administrative support to the team, including managing shared inboxes and supporting customer contact activities
• Produce real-time information on workloads and performance indicators using CRM systems to support resource planning and workload management
• Identify opportunities for service and process improvements
• Support the triaging of cases by assessing customer contact frequency and severity of issues using established dashboards
  
  Educated to GCSE level or equivalent in Maths and English (Grades A-C)
• Experience providing a customer-focused administrative service
• Proven track record of delivering excellent customer service
• Strong verbal and written communication skills
• Excellent attention to detail and a proactive approach to problem solving
• Ability to analyse information and draw logical conclusions
• Good working knowledge of Microsoft Office applications, including Outlook, Word and Excel, and experience using CRM systems
• Ability to manage competing priorities and work effectively under pressure
• Resilient, adaptable and able to work on your own initiative
• Positive attitude with a willingness to learn and develop
  
  At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
  
  As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
• 25 days' holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family