Customer Relations Case Handler

Salary £25,000

Location Steeton

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

We’re looking for a proactive Customer Relations Case Handler to join our team at our head office in Steeton (West Yorkshire). You’ll be the first point of contact for customers, handling inquiries and resolving issues to ensure excellent service. If you're customer-focused with great communication skills, we'd love to hear from you!

Working Hours: 8:30am - 5:00pm (40 Hours)
Salary: £25,000 P/A

Benefits of working at Acorn:

Induction and training programme
Investors in People award
Healthcare and pension provisions
Free on-site parking
Excellent transport links to Leeds, Bradford, and Skipton
Cycle to work scheme
Company Events
On site Canteen (Subsidised food)
Gym Membership discounts
Health & wellbeing programme

Key Responsibilities:

Dealing with a varied level of complaints in all company business areas, responding by various communication methods in order to keep regular contact with assigned cases
Analyse the root cause of each complaint and provide corrective feedback to relevant departments
Carrying out administrative tasks, including internal and external telephone calls, post and emails
To proactively assist in responding to all Trustpilot and Google reviews and inviting new customers to review the business
Establish and maintain effective working relationships with co-workers, internal and external stakeholders
Working to department KPIs and targets
Keeping computerised and paper records up to date
Processing order cancellations through an automated system and working with our Finance team to ensure refunds are processed efficiently
Maintain and secure sensitive company information in accordance to GPDR and follow our social media policy at all times

Skills and Experience:

Polite telephone manner
Computer literate
Customer Service experience and complaints background (desirable)
Managing a caseload of up to 40 complainants a week
Experience in a similar role (ideal but not essential)
A can-do attitude

OUR VALUES

Quality of the products we make and sell and the service we provide
Unity Working together as one team
Integrity Acting responsibly and honestly to deliver on our promises
Caring About our customers, each other and the wider community
Ambition Taking Pride in all we do and striving to improve

Acorn Achievers:

We run a monthly incentive scheme to recognize employees that go over and above their job duties by rewarding them with a first prize of £100 vouchers and two runner ups of £50 vouchers each.

Recommend a friend scheme:

Do you want to recommend us a friend to work with us? Do it and you can earn up to £100 if your friend is finally offered a position to join Acorn!

Please, apply now if you want to be considered for this role.

All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts.

The Company

Acorn is a world-leading company, producing over 70,000 stairlifts annually and trading in more than 80 countries. A one-stop-shop for stairlifts, Acorn manufactures, sells direct to the public, installs and maintains home stairlifts. It has built its global reputation on quality, reliability, customer service and industry-leading response times, especially for curved stairlifts.

Employing over 1,500 people worldwide, Acorn offers a wide range of career opportunities in all sectors of its growing business. It is committed to placing the right people in roles which match their abilities and ambitions, then helping them develop still further to reach their full potential as part of the Acorn team.