GB

      Customer Experience Advisor – Abingdon

      The Ability Matters Group (AMG) is a leading provider of prosthetics, orthotics, wheelchair services & products, serving the needs of more than 75,000 patients at 30 centres across the UK and Ireland.

      We take pride in providing patients with an industry leading service to enhance their ability so we are looking for positive and dynamic people to join us and deliver on this commitment.

      We are a growing company and have an excellent record of people progressing within the organisation and therefore welcome applications from ambitious individuals who are looking to further their career.

      Customer Service Advisor is an exciting role, in a new centralised team which has been created to manage all customer feedback for the Ability Matters Group. As well as managing all complaints received into the group, you will also have the opportunity to contribute to developing the processes and systems used as the team grows.

      The Role

      Customer Experience Advisor is an exciting role, in a new centralised team which has been created to manage all customer feedback for the Ability Matters Group. As well as managing all complaints received into the group, you will also have the opportunity to contribute to developing the processes and systems used as the team grows.

      The Role:

      To receive all feedback for the group from patients, customers and suppliers. Log all queries and complaints efficiently and accurately in a timely manner, working with stakeholders, at all levels, across the group to meet timelines for investigation, root cause analysis and corrective & preventative actions.

      Key Responsibilities & Tasks:

      • Efficient and Accurate Customer Communication
      • First escalation point of the customer query / complaint from the team
      • Ensuring complaints are logged, investigated and followed up
      • Communicating with stakeholders within the business
      • Outlook inbox management
      • Identifying correct resources to support with resolving query
      • Following correct escalation process
      • Maintain the department mission of providing accurate and acceptable responses to the customer in order to ensure customer satisfaction

      Skills & Personal Attributes:

      • Excellent organisation skills and attention to detail
      • Effective prioritisation of work load
      • Strong verbal and written communication skills, with a good level of written and verbal English
      • Excellent listening and patience with customers
      • Good empathy skills
      • Ability to use positive language and connotations with customers / suppliers
      • Ability to work under pressure and to tight deadlines
      • Effective in switching between different tasks promptly
      • Remains calm under pressure.
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