EPW2
Job Purpose:
Reporting directly to the Head of CI & Compliance the Non-Conformance Administrator will be responsible for acknowledging Customer concerns & logging these on the current NC system. Working with the wider Operational Teams to introduce Continuous Improvement Activities to help reduce the Total Non-Conformances received & improve the Customer Experience.
Key Accountabilities:
- Identifying Customer Complaint Trends & reoccurring issues
- Being the first line of Contact for Customer Complaints – ensuring quick & professional responses.
- Processing Returns Paperwork & preparing Credit Request Paperwork for authorisation sign off.
- Working closely with the Head of CI & Compliance as well as the wider scope of team-members and stakeholders
- Assist in the Quality Meeting to support solutions to resolve outstanding Quality Concerns.
- Contacting Customers to work together to resolve concerns quickly
- Assisting non-conformance data analysis to support improvements in the Customer experience.
- Completing Follow up calls with Customers on receipt of replacement items to ensure no further issues are experienced.
Key Experiences and Skills Required:
- Excellence Telephone manner
- Organised approach to work
- Ability to work on own initiative
- Experience working in a customer facing role
Desirables Skills, Qualifications and Experience Required:
- Good Level in Excel
- Strong Communication skills
Personal Attributes:
- Action orientated – Able to deal with problems in appropriate time frames
- Driven by results – Decisive, confident addressing problems and opportunities, challenging activities to improve performance, demonstrate willingness to challenge accepted methods and standards
- Effective communication – Clear concise written and spoken, ability at all levels, customer, supplier and internal
- High Standards – demonstrating a motivation to improve standards and thereby making a real difference, challenging inadequate solutions
- Integrity and trust – demonstrating a sense of commitment to openness, honesty, loyalty and high standards in undertaking the role
- People management – demonstrating commitment to working and engaging constructively with internal and external stakeholders
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