Customer Resolutions Advocate

About the roleAs a Customer Resolutions Advocate, you pride yourself on providing the best possible experience to customers. You'llbe part of a small but critical team that is brilliant at ensuring quality customer outcomes and solutions are delivered. You'll support internal and external customers by providing a superior experience in problem management/resolution and complaints management, ensuring that, in these key moments of truth, they are handled in line with our vision, values and policies. You'll be a role model for excellent customer experiences but must also be able to influence a wide range of internal stakeholders to ensure that we can deliver meaningful resolutions for our internal and external customers. You'll be a customer champion and advocate and will use insight, data and root cause analysis to drive through the best possible outcomes for our customers.
This role is critical in making a difference to our customers by genuinely ensuring that we resolve issues and stop recurrence regardless of where the issue has occurred. No two days will be the same and you can be sure that it’s a stimulating and engaging role where you get to work with colleagues from across the business and both our internal and external customers.
This role can be based from either our Peterborough or Bristol office on a hybrid basis, with two days per week (typically Tuesday & Thursday) working with your colleagues in the office, and the rest of your time working remotely.
Key responsibilities include:
Taking the lead in prioritising and solving problems for our customers in tangible ways which genuinely prevent recurrence for individual and/or multiple customers.
Working with a range of internal stakeholders and business areas for problem resolution initiatives you are owning to drive through resolutions to issues impacting our customers.
Providing end-to-end ownership and support in the resolution of critical and strategic customer problems / escalations.
Representing Service Support at a specific and limited number of service reviews and owning report creation on SLA performance for contractual / top 20 customers.
Working with the Senior Leadership team specifically within Service Support to constantly review the customer online and offline journeys to identify improvement opportunities.
Driving customer experience benefits and improvement through focused, proactive root cause analysis and insights.
Supporting on the production, completion and delivery of accurate and timely insights, MI and KPI packs, as well as complaints / escalations root cause information as required.
Skills & experience
A strong communicator at all levels of the business.
Attention to detail and able to interpret information, make sound decisions and take ownership of issues through to resolution.
Effective stakeholder management, both internal and external.
A results-driven individual who is commercially astute.
Strong presentation skills and the ability to present information to a wide audience at all levels.
Capable of working under pressure and to measurable KPIs.
Personal flexibility, a hands-on approach and the ability to influence others to achieve results.
Analytically strong with ability to challenge and think outside of the box.
Ability to interpret information, identify risk and provide feedback in a clear and concise manner.
Benefits & culture
At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.
Our vision is to be the clear leader in pay, reward, analytics, and people experiences.We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation.Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
Unstoppable together.
Always learning.
Make it count.
Think scale.
Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services.With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.
We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
A competitive base salary.
25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
Private medical insurance.
Life assurance 4x salary.
Enhanced pension scheme with company contributions up to 8.5%.
A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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