Sage
Customer Relations Specialist
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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.
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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.
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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
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