Customer Resolution Expert

About the company:
At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.

To support our continued growth and exciting plans, we’re looking for Customer Resolution Experts to join our Customer Service department to own customer complaint processes to ensure the best customer experience.

About the role

In this role, you will own your customer complaints and work to resolve them. You’ll be a self-motivated individual who is skilled in evaluating a range of evidence to reach a conclusion. Following your investigation, you’ll decide on the most appropriate course of action to resolve the complaint ensuring a fair outcome is achieved for the consumer. You’ll be able to manage multiple cases and work to challenging timescales as well as provide feedback and recommendations to improve Bionics’ customer experience.

Our Customer Resolution Experts work hard to deliver a satisfactory conclusion for both the customer and Bionic, in accordance with complaint-handling procedures and regulations.

Day to Day responsibilities:

As the Customer Resolution Expert your key responsibilities will be:

• Investigation and resolution of customer complaints to meet the expectations of our business and customer.

• Responsibility for each customer complaint and is accountability for customers end-to-end journey through the complaint process.

• Ensuring that each interaction with our customers exceeds their expectations.

• Confident dealing with challenging conversations.

• Proactively contact complainants, providing regular updates and details on what they can expect.

• Regular complaints reporting to key stakeholders.

• Identify and provide root cause analysis information to drive continuous improvement in the customer journey.

• Working towards targets such as complaint closures and response times.

• Working with compliance on ensuring we are working within the complaint regulation/policy.

About you:

You’ll be a passionate, customer-focused team player, able to demonstrate:

• Exceptional communication skills (verbal, written and listening) with the ability to empathise and show compassion

• Confidence presenting and summarising complex scenarios, with an awareness around the importance of how it’s delivered

• Confidence in supporting team members, reviewing work, and delivering feedback where needed

• Proven experience in adapting your problem-solving skills, you’ll be able to listen, digest information and act accordingly with the customers and Bionics interests at forefront

• An exceptional attention to detail

• Your resilience in working through challenging cases to reach a solution, always maintaining a ‘can-do’ attitude

• You’re motivated by providing high levels of customer service & complaint resolution.

The Interview Process

• Short video introducing yourself!

• Interview with the Hiring Manager

About Bionic Group

Bionic has over 850 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing 🌱

• Private healthcare cover

• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies

• Eyecare scheme

Taking time away from work 🏖️

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure

• 1 paid family/religious day of leave per year - following successful probation period

• 1 paid charity volunteering day per year

• Option to buy/sell up to an additional 3 days leave per year

Family matters: for the special moments 🏠

• Enhanced maternity, paternity or shared parental leave

• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service

• Flexible working options & a hybrid work approach

Financial wellbeing 💸

• Auto-enrolled salary sacrifice pension scheme

• Life assurance

• Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure

• Cycle to work scheme

Recognition 🌟

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success

• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition

• Long service awards