Job Description: Trust & Safety Specialist

Pay Rate: £11.70 – £14.88 Hourly + Holiday pay

Expected duration: 4 months (May extend)

Start: Immediate

Location: Remote role (You must be UK based)

Working hours: Monday to Friday – Flexible start time between 8 am – 10am (Occasional 1 day weekend) 40 hrs per week

Our client is one of world’s largest tech and logistics companies. They are looking to hire a Customer Escalations Trust & Safety Advisor. The ideal candidate will be fluent in English and have experience in investigating and handling customer escalations. You will escalate complaints to the adjudication team who will further investigate and reach a resolution/decision.

Responsibilities

• Effectively manage customer escalations across Europe in liaison with our third-party provider and customer service teams.
• Continuously monitor and audit third party performance in resolving customer claims and items identifying where any misses may have occurred.
• Ensure the third-party provider is compliant with our procedures and SLAs while achieving quality and performance metrics.
• Effectively manage off boarding requests from Delivery Service Providers, ensuring they are fair and consistent with our procedures and SLAs.
• Contribute to process improvement initiatives and support colleagues to increase quality and productivity.
• Escalate unresolved situations, unclear processes and guidelines to the Management Team and therefore works continuously to improve customer satisfaction.
• Provide feedback and information about new emerging issues from customers to the Management Team.
• Effectively communicate with both internal and external customers and stakeholders, by adjusting the communication style to the audience.
• Display a positive attitude and optimism at work and proactively encourages the same in others easily gains trust and support of the wider organisation.

Requirements

• Has experience in dealing with customers · Has experience in investigating escalations · Can thrive in an ambiguous and fast-paced work environment.
• Can effectively communicate (both verbally and in writing) and comfortably engage with internal / external stakeholders and customers to create and manage relationships with members of other business teams, to foster collaboration and customer satisfaction.
• Leverages team knowledge across several speciality areas to help resolve recurring customer issues.
• Can self-manage on priority tasks and objectives; · Can research complex use cases that involves multiple contacts (determining the root cause(s) for the issue) and track resolution of process improvement initiatives owned by other teams as a result of your proposals.