Customer Relations Specialist

Job description

Job Title

Customer Relations Specialist

Job Description

This role is responsible for managing the effective collection, investigation, and resolution of customer dissatisfaction, identifying root causes, and ensuring a coordinated response that drives improvements across the business.

The role provides valuable customer insight to stakeholders, helping to shape process improvements and support a customer-centric approach to the delivery of Sage products and services.

This is a hybrid role - 3 days in office

Key Responsibilities

Customer Complaint Resolution

• Ensure customer dissatisfaction raised through the Closed Loop process is acknowledged and addressed within agreed service levels (SLAs).
• Own, investigate, and resolve customer complaints escalated to the Customer Relations Team, ensuring timely and appropriate outcomes.
• Work closely with stakeholders across the business to investigate issues, resolve outstanding requirements, and support customers through to resolution.
• Follow up with customers when solutions or fixes have been implemented to ensure completion of the complaint process.
• Maintain accurate records of complaints, including details of investigations, outcomes, and any costs associated with resolution.

Process Improvement & Customer Advocacy

• Capture customer feedback and identify recurring themes, root causes, and opportunities for improvement.
• Follow established processes while contributing to improvements and helping develop new processes where gaps are identified.
• Provide guidance and support, where appropriate, to colleagues involved in complaint handling.
• Champion a high standard of customer service and advocate for positive customer outcomes.

Data & Regulatory Requests

• Administer customer access requests, including GDPR, Right to Be Forgotten (RTBF), and Data Subject Access Requests (DSARs).
• Compile and coordinate information from internal teams to ensure requests are completed accurately and within required timescales.
• Act as a liaison between Sage and external regulatory bodies, including liquidators, administrators, HMRC, and law enforcement agencies, ensuring requests are processed in line with relevant SLAs.

Additional Responsibilities

• Support other duties as directed by the line manager within the scope of the role.

Skills, Knowledge & Experience

• Knowledge of Sage products.
• Minimum of two years' experience in a customer-facing role.
• Excellent planning and organisational skills.
• Strong interpersonal and relationship-building skills.
• Negotiation and influencing skills.
• Excellent verbal and written communication skills.
• Objection handling skills.
• Commercial and business awareness.
• Financial awareness.
• Analytical skills, including the ability to analyse and interpret information.
• Risk analysis capabilities.
• Understanding of customer service strategies.
• Creative approach to problem-solving.
• Proactive and innovative mindset.
• Self-motivated and resilient.
• Ability to work collaboratively as part of a team.

What Success Looks Like

Members of the Customer Relations Team are:

• Customer-focused: Acting as the voice of the customer, taking proactive steps to resolve dissatisfaction and improve the customer experience.
• Action-oriented: Responding positively to challenges, focusing on solutions, and driving issues through to resolution.
• Accountable: Taking ownership of actions and outcomes while supporting others to deliver a positive customer experience.
• Trustworthy: Demonstrating honesty, integrity, consistency, and transparency in all interactions.
• Innovative: Looking for opportunities to improve processes and customer outcomes, while constructively challenging the status quo.
• Collaborative: Building effective partnerships across teams and working with stakeholders to achieve the best outcomes for customers.

Benefits? We have plenty...

Your benefits (Only Applicable for UK Based Roles)
Benefits video - https://youtu.be/TCMtTYUUiuU
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working

#LI-VK1

Function

Customer Operations

Country

United Kingdom

Office Location

Newcastle

Work Place type

Hybrid

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