Customer Experience Executive

Dixons Carphone / Customer Service

Job Number: DC-SF04539

Location: Acton

Contract: Full Time / Fixed Term Contract


This role is to investigate, manage and resolve individual customer complaints in line with the regulatory requirements.


Handle escalated credit/leasing complaints by considering a logical, empathetic and customer focused approach in all cases and provide outstanding customer service and support Ability to think outside of standard processes to find the right and appropriate solution for our customers Identifying and justifying where you need to work outside the insurance guidelines in order to resolve the customers complaint and be accountable for these decisions To listen to our customers, understand their needs, empathise with them, deliver excellent customer service and the right resolution for them Adapt your approach to resolve each customer compliant Complete case management ownership of any complaint you handle ensuring the customer liaises with you exclusively. Provide complete end-to-end communication with your customer via telephone, email or letter Liaise in a professional and confident manner with senior managers and stakeholders throughout the business and where required keep them up to date with the progression of any complaints they pass to the team To keep up to date of any changes in the company’s operations, products and services which will enable you to identify further opportunities to improve customer satisfaction and retention To remain positive in a busy and challenging environment and be adaptable to change To prioritise your time efficiently to manage all customer cases, including liaison with other departments and 3rd parties and sufficient handovers when out of the business To maintain all insurance reports and documentation To keep an end to end audit trail of every customer contact and resolution and ensure we remain 100% compliant throughout all of our processes. To ensure you understand regulation and the DISP and ICOB rules in relation to complaints handling as stipulated by the FCA To identify and capture the root cause of complaints, feedback to relevant areas/teams and agree necessary resolutions. Participate fully with the requirements of the company’s Training and Competence scheme


Demonstrate a friendly and professional telephone manner Proactive decision making who brings fresh ideas into the team Be technical minded and possess a high level of accuracy in their work Be a friendly team player Provide excellent customer service within a regulated environment Be Self-motivated and able to work with minimal supervision. Work independently as required Results driven and orientated Good questioning and listening skills Strong organisational skills Excellent literacy Personal Attributes: Confident with strong interpersonal skills, Positive, energetic and enthusiastic at all times, Puts customer and colleague needs ahead of personal advancement, Able to identify clear opportunities for improvement Regulated Role: The jobholder must be of good repute for the purpose of complying with FCA requirements. This role requires involvement with insurance products regulated by the Financial Conduct Authority (FCA). Appointment is conditional on you being and remaining of Good Repute (as defined by the FCA, specifically that you have not been convicted of an offence related to dishonesty (whether such offence is spent or unspent) and that you are not an un-discharged bankrupt Compliance: You are required to ensure you are familiar with the regulatory requirements of the FCA as they apply to your role and to ensure that your conduct enables Dixons Carphone to meet its compliance obligations under them at all times You are also required to report any instances of non-compliance that you become aware of to your line manager. If reporting such cases to your line manager would not be appropriate, you should use the whistle-blowing procedure on our intranet to ensure that the matter is reported to an appropriate person


Essential: English and maths GCSE or equivalent Desirable: Educated to A-level standard or above.