Voice Of The Customer Executive

TL;DR

Voice Of The Customer Executive: Managing and resolving complex customer complaints with an accent on thorough investigation, fair negotiation, and root cause analysis. Focus on defending the company's position in Financial Ombudsman cases and maintaining brand reputation across online feedback channels.

Location: Leicester, United Kingdom

Company

hirify.global is a leading worldwide provider of payment technology and software solutions.

What you will do

• Investigate and resolve customer complaints within agreed timescales.
• Negotiate fair resolutions to satisfy all parties involved.
• Conduct root cause analysis to identify and implement process improvements.
• Handle Financial Ombudsman cases and provide professional responses.
• Manage customer feedback on public channels like Trustpilot and Google Reviews.
• Support the resolutions team by sharing best practices and negotiation strategies.

Requirements

• Must be based in Leicester, UK.
• Strong customer service and relationship-building skills.
• Proven ability to negotiate and resolve complex issues.
• Experience in conducting root cause analysis and process improvement.
• Professional communication skills for handling escalations and external queries.