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Job Overview

Department

Customer Services

Location

Bolton

Job Overview

About The Role

Customer Experience is at the heart of everything we do and delivering a high-level quality service to all our customers is what makes AO different. As a Customer Resolution Specialist, you will be the driving force in resolving our customer escalation complaints in the most efficient way, ensuring you build trust and deliver our AO service with a smile. Utilising your brilliant communication skills, being empathetic and demonstrating a growth mindset, you will not only resolve the complaints but also work on improving the overall customer journey. Working closely with your team and stakeholders to analyse data, identify trends and areas of improvements to feedback, you will help ensure we are forever learning and evolving. You will be a great advocate for the department and will already be displaying all the AO Values.

Here's What You Can Expect To Be Doing

· Deal with all types of high-level complaint queries and hold excellent communication skills for both voice and non-voice contacts.

· Be proactive and innovative in finding the best solutions for customer enquiries exhausting all available resources. Finding a resolve that is right and fair to resolve their complaint creating a seamless experience.

· Aim for a first contact resolution where possible reducing the need for a repeat complaint, ensuring we are as efficient as we can be.

· Take time to understand the customers journey demonstrating you have understood their journey and care about their experience. Set realistic timescales and keep them updated along the way.

· Display a positive and resilient mindset. Your role can be challenging, and so you should remain focused on making our customers happy and enjoy what you do.

· You can’t pay people to care. We want people who really do care about our customers, our colleagues and our working environment.

· Embody and protect our Culture, Values and Standards with the right attitude.

· Be driven to hit targets and achieve the goals expected of you.

· Understand how YOUR individual performance contributes and impacts the Customer Experience department & wider Business.

· Collaborate with the wider business to both find solutions and share best practice reinventing the wheel if needed. Don’t be afraid to make BOLD decisions and challenge the status quo.

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A Few Things About You

· Positive - it breeds, your colleagues, AO family and customers feel it. Come to work with a smile

· Proactive - gets things done when they need doing

· Resilient and deals well with challenging customers and situations

· Thinking on your feet, exhausting all possibilities

· Excellent communication on all Platforms with the ability to report weekly to key stakeholders

· Work well under pressure and an ability to multitask adapting quickly to the business needs and changes

· Be confident to make decisions after considering all the factors

· Approachable, Customer Experience need to trust you and the decision you make

· Attention to detail - logging the complaint reasons ensuring we have a robust audit trail will be key to identifying common trends to prevent these being received in the future.

· Be a support mechanism for Customer Experience and all levels with preventing escalations/complaints being received through John Roberts

· Be a Team Player and support the wider CEx Quality Team with tasks as required

A Bit About Us

We’re a bunch of people who go to great lengths to make sure our customers are the happiest customers out there. We may sell everything from washing machines to PlayStations, but at our core we’re a people business.

We roll up our sleeves and work together to make things happen. From logistics, recycling to our award winning IT teams, almost everything we do, we do ourselves to make sure every aspect of our customer journey is done properly.

We launched in 2000 as a result of a £1 bet in a Bolton pub. 18 years later we have a 5* TrustPilot rating (after 100K reviews), expanded our business into Europe and floated on the London stock exchange, but we never lose sight of what we’re about.

Why Choose AO?

At AO, our culture and our AO’way of doing things is vital to our success. We’re passionate people, determined to do whatever’s necessary to make our customers happy.

The AO motto is "treat every customer like you’d expect your nan to be treated, and make decisions your mum would be proud of". To do this, we train and empower each and every AO’er to strive for better ways of doing whatever they are doing.

Our AO’ers don’t just go through the motions and follow processes, it just isn’t our thing. We don’t follow trends, we set them.

Our Benefits

As an AO employee you can take full advantage of our benefits package. As well as the fundamentals, like pensions and holidays, we have designed our "AO Perks" to help you out financially and make your work life a little easier.

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