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Customer Excellence Specialist

Company: Shop Direct    Location: Liverpool
Monday 29th January 2018

In the world of retail things happen fast, especially at Shop Direct. We´re transforming at an unprecedented rate, becoming a truly world class digital retailer. Ensuring we make our customers aware of products that are relevant to them is really important to us and we know its really important to our customer. Its central to our strategy and why we´re looking to attract the very best talent we can and build on our already impressive team

About us

Were the UKs second largest pureplay online retailer and we exist for one simple reason; to make good things easily accessible to more people. Its our purpose, why we get out of bed in the morning.

It means offering the best range of famous brands, a seamless online shopping journey and unique ways to spread the cost that our customers love.

Weve been doing it for more than 80 years and our digital department stores have become household names, from the much-loved to, which is now our biggest and fastest growing brand with sales of more than £1bn.

Today, we turnover more than £1.9bn, our websites get over 1.2m visits every day and 62% of our online sales are from mobile devices. We sell over 1,300 famous brands and deliver 49 million products to over four million customers each year.

Weve got a clear goal. Its to become a world class digital retailer. Were already well on the way and, by staying true to our purpose, we believe well achieve our ambition.

About the role

We are looking for a Customer Excellence Specialist to join our team in Aintree. The role will include the below responsibilities: Develop full end to end complaints review processes and provide guidance on development of complaint handling process for internal & external first line complaint resolution Develop controls across the full end to end complaints review processes for Customer Excellence, and provide 1st line assurance of complaint handling processes being completed via internal & external first line complaint resolution. Develop full end to end Data Protection processes, including DP complaints and DSAR collation for subject access requests in line with the Data Protection Act and GDPR legislation (May 2018) Designing, building and implementing individually tailored risk based assessments, audit schedules and monitoring programs for customer excellence and partner (or prospect) organisations, to ensure policy, regulatory, legal and contractual requirements are fulfilled. Conducting regular audits of non-escalated complaint handling functions, to ensure all parties with a responsibility to customers of Shop Direct conduct their business in a manner that is fair and compliant, both regulatory and contractually. Active participation in daily case clinics, complaints meetings, and complaints reviews with Credit Risk, Product, Legal and Compliance teams, ensuring that meeting logs are recorded and actions owned and tracked to resolution. Conduct internal process controls and produce report summaries/dashboards for senior management highlighting concerns and recommendations, providing continual process control improvement, through issue management, in line with business policies. Conduct Check the Checker Quality Assurance checks within Customer Excellence and outsource partners, together hosting consistency clinics to ensure that the Quality Assurance model and implementation remain for purpose and serves as an effective control. Review and maintenance of Customer Excellence business continuity plans and disaster recovery provisions of outsource partners to provide assurance of resilience. Identification and escalation of issues to Issue Management ensuring transfer to relevant business policy owner or tracking of CE issues through to resolution Testing of departmental controls ensuring periodic business health checks controls remain fit for purpose and mitigate all relevant risks Complete regular internal process stress testing / audits and, on completion, produce an audit report detailing findings, issues and recommendations for remediation, for distribution to senior stakeholders and the audited parties. Issues are logged and tracked to resolution. Build a strong network of stakeholders both within Customer Excellence and outside CE with Third-parties e.g. Aviva and SDG outsource partners To influence change within Shop Direct, develop training, processes and procedures to improve the customer journey. Manage highly sensitive and confidential information relating to Shop Direct and partner organisations.

About you

You will be Self-motivated and proactive in managing own time and resources in a demanding and dynamic environment. You will be methodical and systematic in your approach, working to a high level of detail.
If you have prior experience of process design against clearly defined standards it would be beneficial and the ability to run basic SQL queries, however this is certain something that can be developed in the role.
Due to the nature of the role you will have a strong level of written and verbal communications skills, with the ability to communicate, you will have a good working knowledge of applicable industry standards and regulations eg. Data Protection Act, FCA principles particularly DISP Rules, FOS principles and DWP guidelines.
You will have a detailed knowledge of complaint handling methods, understanding operational risk, assessment and mitigations strategies. You will have multiple stakeholders, so you will have the ability to manage and influence stakeholders at all levels within the business, as well as external third parties, being proactive and self-motivated in your approach.

How to apply

This is a fantastic opportunity for an experienced Customer Excellence Specialist who is looking for their next career move. If you are interested to find out more please contact the Talent Acquisition team at Shop Direct or apply online.

Please note that the Talent Acquisition team at Shop Direct is managing this vacancy directly and will not be accepting CVs sent by any recruitment agencies

Please be advised, if successful in securing this position, you may be required to undertake a credit, CIFAS and CRB check

If you are a current employee of Shop Direct please apply via Talent Online as an internal applicant.