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Customer Experience Executive

Contact Centres

Job Number: 20199

Location: Warrington Contact Centre (1604)

Contract: Full Time / Permanent



Customer Experience Executive
Dixons Carphone Contact Centre, Kelvin Close, Birchwood, WA3 7PB
£22000 per year
Permanent, 40 hours per week


The role:

We are looking for a highly skilled Customer Experience Executive who will investigate, manage and resolve individual customer complaints fairly and consistently in line with the regulatory requirements.


Main duties and responsibilities:

•    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 to resolve the customers complaint and be accountable for these decisions
•    Complete case management ownership of any complaint you handle ensuring the customer liaises with you exclusively. 
•    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 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


Skills/Experience required:


•    A good understanding of the regulatory requirements and rules around complaints handling 
•    Outstanding communication skills, demonstrating the correct brand values 
•    Ability to deal with numerical data
•    Ability to mediate between departments to achieve mutually acceptable solutions for customers


Benefits of working for Dixons Carphone:

•    Free onsite parking
•    10% off at Currys Pc World products in store (T&C’s apply)
•    Up to 40% off mobile phone contracts and accessories at cost price plus 5%
•    Onsite canteen
•    Access to Corporate Perks
•    Online training modules including management and leadership


Please be aware this is an FCA regulated environment, so you will be subject to background checks funded by Dixons Carphone.

Dixons Carphone are Europe’s number one electrical and telecommunications retailer and Services Company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our colleague’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from well-being to security, so that in an ever more connected and constantly changing world, we can be the first to offer our customers the most comprehensive service.