About Company
At Career.zycto, we believe exceptional customer experiences are built on trust and resolution. We are a dynamic, fast-growing organisation dedicated to providing outstanding service across various sectors. For a Customer Care Assistant specializing in complaint handling, Career.zycto offers a uniquely supportive environment where your empathy and problem-solving skills are not just valued, but essential to our success. Join a team where every interaction is an opportunity to make a difference, rebuild confidence, and contribute to our reputation for excellence. We empower our employees with continuous training and a path for career development, ensuring you can thrive and grow with us.
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Job Description
Are you a highly empathetic and solution-oriented individual with a passion for turning challenging situations into positive outcomes? Career.zycto is seeking a dedicated Customer Care Assistant specialising in Complaint Handling to join our vibrant team in Portishead, Bristol. In this crucial role, you will be the frontline for our customers, responsible for listening, understanding, investigating, and resolving complex customer complaints efficiently and effectively. You’ll play a vital part in upholding our company’s reputation for excellent service and customer satisfaction. This isn’t just about problem-solving; it’s about building trust and ensuring every customer feels heard and valued. We are looking for someone with a meticulous eye for detail, exceptional communication skills, and a genuine desire to make a difference in our customers’ experiences. You will work within a supportive team, utilising your strong interpersonal skills to navigate sensitive conversations and deliver fair and appropriate resolutions. If you thrive in a fast-paced environment where your ability to de-escalate situations and provide clear, concise communication is paramount, then this could be the perfect opportunity for you to advance your career.
Key Responsibilities
- Receive, log, and investigate customer complaints across various channels (phone, email, live chat).
- Effectively de-escalate challenging situations with empathy and professionalism, ensuring customer satisfaction.
- Conduct thorough investigations, liaising with relevant internal departments to gather all necessary information.
- Formulate clear, concise, and fair resolutions in line with company policies and regulatory guidelines.
- Communicate resolution outcomes to customers, ensuring complete understanding and satisfaction.
- Maintain accurate and detailed records of all complaint interactions and resolutions in our CRM system.
- Identify trends in complaints to contribute to continuous service improvement initiatives.
- Adhere strictly to data protection and confidentiality protocols at all times.
Required Skills
- Proven experience (minimum 12 months) in a customer service or complaint handling role.
- Exceptional verbal and written communication skills with a clear, empathetic tone.
- Demonstrated ability to de-escalate challenging customer situations effectively.
- Strong problem-solving and analytical skills with a methodical approach.
- Proficiency in using CRM systems and Microsoft Office Suite.
- High level of patience, resilience, and attention to detail.
- Ability to work independently and as part of a collaborative team.
Preferred Qualifications
- GCSEs Grade C/4 or above in English and Maths, or equivalent.
- Experience in a regulated industry (e.g., finance, utilities, healthcare).
- Knowledge of relevant consumer protection legislation.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous holiday allowance.
- Comprehensive health and wellness programs.
- Opportunities for professional development and career progression.
- Access to an employee assistance program.
- Modern office environment in a convenient Portishead location.
- Team social events and recognition schemes.
How to Apply
Ready to make a real impact and help shape positive customer experiences? We encourage you to click on the application link below to apply for this exciting opportunity. Please submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role.
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