After Sales Support Specialist

Glen Dimplex Home Appliances Aspiration & Purpose:

Home of recognisable brands Stoves and Belling, generations of people have grown up with our home appliances in the heart of their Kitchen. As a company, we are committed to engineering high-quality and durable products, designed to survive the test of time. This allows us to fulfil our purpose, to be leaders in the transition to a sustainable world by empowering the everyday lives of our customers.

Engaged and high-performing colleagues underpin the success of these ambitions. United by our shared values and dedication to accomplish our long-term goals, we are excited by the creative and diverse thinking you could bring to help transform our business.

Job purpose/summary

To help deliver a best-in-class experience from end to end for each consumer journey.

To work to help identify, measure, and improve consumer touchpoints with root cause analysis to help build a consumer centric division.

To manage and resolve high level complaints across the department whilst delivering excellent consumer experience.

To be the point of escalation from our aftersales service partner ensuring the consumer and business needs is at the heart of the decision-making process.

The over-arching mission of the role is to help the brand be recognised as, a leading supplier of British designed domestic appliances that delight our consumers and customers.

Key Accountabilities and decision ownership:

·       Carry out route cause analysis associated with highly complex complaints to develop solutions focusing on ‘best in class customer service

·       Report on learnings from complaints in agreed format with the aim of minimising complaints

·       Support the aftersales service partner relationship by updating and resolving complaints within agreed timeframe

·       Ensure decisions are made accurately and promptly, following the GDHA policies & procedures

·       Collaborate with a wide range of internal contacts to support the resolution of complaints

·       Identify areas of improvement to processes & service and assisting in implementing change initiatives to improve the quality of service provided to all customers

·       To assist with the preparation of monthly reports on Key Performance Objectives to the business and presenting the data in management meetings as and when required

·       To liaise with relevant departments to discuss potential solutions to common complaints and make recommendations on how we can improve our services

·       To respond to and build relationships with our consumers across all our online portals and social media channels. (To include but not limited to: Webchat, Facebook, Twitter, Instagram, Trustpilot)

Key Performance Objectives (KPO’s) (max 3):

·       Report and provide cost analysis details for all consumer complaints

·       Provide detailed accounts of root cause analysis (complaints)

·       CSAT and NPS

Skills, know-how & experience:

At GDHA we are proud of our company Values which are our cultural cornerstones. In addition to role specific skills and experience (outlined below) all of our colleagues should always:

Think Customer / Care About People / Value Innovation / Keep It Simple.

Must have:

·       Experience within a customer service environment

·       Previous experience managing high level complaints

·       Excellent telephone manner and attention to detail

·       Ability to identify improvement opportunities to increase consumer satisfaction, revenue, and efficiencies

·       Ability to gather and analyse data from different sources

·       Strong IT skills and use of programmes

·       Excellent interpersonal, stakeholder and communication skills

·       Excellent organisational skills

Technical/professional qualifications:

·       N/a

Direct reports:

·       N/a

Dotted line reports/key stakeholders:

·       N/a

Budget owned (if applicable):

·       N/a