Customer Relations Specialist

Job Description

This role is responsible for managing the effective collection, investigation, and resolution of customer dissatisfaction, identifying root causes, and ensuring a coordinated response that drives improvements across the business.

The role provides valuable customer insight to stakeholders, helping to shape process improvements and support a customer-centric approach to the delivery of Sage products and services.

This is a hybrid role - 3 days in office

Key Responsibilities

Customer Complaint Resolution

• Ensure customer dissatisfaction raised through the Closed Loop process is acknowledged and addressed within agreed service levels (SLAs).
• Own, investigate, and resolve customer complaints escalated to the Customer Relations Team, ensuring timely and appropriate outcomes.
• Work closely with stakeholders across the business to investigate issues, resolve outstanding requirements, and support customers through to resolution.
• Follow up with customers when solutions or fixes have been implemented to ensure completion of the complaint process.
• Maintain accurate records of complaints, including details of investigations, outcomes, and any costs associated with resolution.

Process Improvement & Customer Advocacy

• Capture customer feedback and identify recurring themes, root causes, and opportunities for improvement.
• Follow established processes while contributing to improvements and helping develop new processes where gaps are identified.
• Provide guidance and support, where appropriate, to colleagues involved in complaint handling.
• Champion a high standard of customer service and advocate for positive customer outcomes.

Data & Regulatory Requests

• Administer customer access requests, including GDPR, Right to Be Forgotten (RTBF), and Data Subject Access Requests (DSARs).
• Compile and coordinate information from internal teams to ensure requests are completed accurately and within required timescales.
• Act as a liaison between Sage and external regulatory bodies, including liquidators, administrators, HMRC, and law enforcement agencies, ensuring requests are processed in line with relevant SLAs.

Additional Responsibilities

• Support other duties as directed by the line manager within the scope of the role.

Skills, Knowledge & Experience

• Knowledge of Sage products.
• Minimum of two years' experience in a customer-facing role.
• Excellent planning and organisational skills.
• Strong interpersonal and relationship-building skills.
• Negotiation and influencing skills.
• Excellent verbal and written communication skills.
• Objection handling skills.
• Commercial and business awareness.
• Financial awareness.
• Analytical skills, including the ability to analyse and interpret information.
• Risk analysis capabilities.
• Understanding of customer service strategies.
• Creative approach to problem-solving.
• Proactive and innovative mindset.
• Self-motivated and resilient.
• Ability to work collaboratively as part of a team.

What Success Looks Like

Members of the Customer Relations Team are:

• Customer-focused: Acting as the voice of the customer, taking proactive steps to resolve dissatisfaction and improve the customer experience.
• Action-oriented: Responding positively to challenges, focusing on solutions, and driving issues through to resolution.
• Accountable: Taking ownership of actions and outcomes while supporting others to deliver a positive customer experience.
• Trustworthy: Demonstrating honesty, integrity, consistency, and transparency in all interactions.
• Innovative: Looking for opportunities to improve processes and customer outcomes, while constructively challenging the status quo.
• Collaborative: Building effective partnerships across teams and working with stakeholders to achieve the best outcomes for customers.

Benefits? We have plenty...

Your benefits (Only Applicable for UK Based Roles)

Benefits video – https://youtu.be/TCMtTYUUiuU

•  Comprehensive health, dental and vision coverage
•  Work away scheme for up to 10 weeks a year
•  On-going training and professional development
•  Paid 5 days yearly to volunteer through our Sage Foundation
•  Flexible work patterns and hybrid working