Are you a strong communicator with experience of resolving complaints, monitoring trends and identifying improvement opportunities?
We currently have a vacancy for a Member Complaints Resolution Manager at our Head Office in Wootton, Bedford – with a salary of £25,000 – £27,000.
Closing date for applications is 16th October 2020.
This is a brand-new role, which has been created as part of the continued expansion of our Member Services team, so it’s a perfect opportunity to make it your own!
Member Services is the centre all of communications between Copart’s Members, Head Office and 15 UK Operation Centres – where all our vehicles are processed and stored.
The team handles over 200,000 enquiries each year from Members based in over 110 countries who bid and buy at our online auctions. As you can imagine it’s a very fast-paced environment, so you’ll need to be the type of person who can remain calm and collected under pressure.
The Member Complaints Resolution Manager is the first point of contact for all Member complaints and is often the ‘voice’ of Copart, playing a key part in ensuring that formal complaints are dealt with effectively and efficiently within set SLA’s.
Strong analytical – as well as resolution – skills are desirable, as we’re looking for someone who can effectively monitor and identify the causes of complaints and can help to formulate new initiatives to enable continuous improvement.
The ideal candidate will be passionate about improving upon and delivering high levels of internal and external customer service – the type of person who is self-driven and continually seeks excellence.
You’ll also need to be a great all-round communicator with a confident and professional phone manner, who will show our Members empathy and respect, but will also be firm and decisive.
Organisational and administrative skills are a must, as you’ll need to ensure that complaints are responded to in a timely manner, follow monthly reporting procedures and assist the Performance Quality Manager with annual customer audits.
Sarah Edmondson, Complaints Resolution Coordinator at our Wootton Head Office, said:
“You need to be a patient, empathetic and calm person to work in complaints.
Evidence often needs to be collected, so you need to be very organised and methodical person with the ability to conduct thorough and timely research. You also need to have great communication skills to ensure good results when liaising with all concerned parties.
I get great job satisfaction when a customer is happy with the outcome of a complaint – it’s always a buzz to know an issue has been resolved and we have provided our customer with a high level of service.”
We’re looking for someone who will strive to exceed our high standards, drive continuous improvement and actively support our Mission, Vision and Values. Could it be you?
See details about other career opportunities in the Copart Autoblog.