This role will involve but is not limited to:

• Handling external complaints and third party concerns, including liaising and coordinating with colleagues within time constraints to create resolutions
• Updating and maintaining central systems and record keeping processes
• Liaising with Head of Department/Deputy Head with insights
• Monitoring online reviews and social media contact, attending to responses and assisting with logging and any required liaison and facilitating to aid with resolution
• Where required receive and handle all types of calls based on feedback for the business creating a welcoming professional impression providing excellent customer service on every call. 
• Acting as a support function for receiving queries, both in the form of calls, emails and other messaging in system platforms as well as assisting with troubleshooting. 
• Using case management and other systems tools to assist with calls and queries. 
• General admin duties as and when required including management of central inbox
• Working closely with colleagues to help to deliver a seamless client journey. 

About you - Skills & Experience Required:

• Must be Client focused, fanatical about delivering excellent service and wanting to find good and meaningful resolutions
• Minimum of 1 year in a customer service role 
• Professional and self motivated with a strong work ethic and self motivated
• Ability to work both independently and as part of a team whilst overall being a strong Client Care team player living by Taylor Rose’s Company Values and also helping to deliver the Client Care objectives and goals
• Excellent communicator and listener, with Strong IT and literacy skills 
• Ability to manage a demanding workload with varying deadlines, with the ability to power up at busy times and rise to the challenge with a positive can do attitude
• Ability to prioritise tasks and easily adapt to change
• Excellent at creating an exceptional first impression and being a brand ambassador
• Ability to create good rapport with colleagues and constructively challenge colleagues and feedback information as appropriate at varying levels as and when required

Company Core Values:

• Aspire: challenge convention, entrepreneur with energy for change, to be the best that we can be
• Innovate: creatively evolve our working practices, using revenue & resources in a virtuous circle of improving our people, systems and growth
• Integrate: bringing together people and systems into a cohesive force
• Commitment: to delivering excellence client experience,  working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage