Due to our consistent success, Hippo now sells over 800 vehicles a month and we are committed to providing a high level of customer service to every customer. As a result of our success, Hippo is recruiting an additional Case Handler to help us ensure we provide an excellent level of after-care service. The hours for this position are Monday – Friday 8.30am – 5pm, including 1 late night a week till 7pm, and 1 Saturday per month 9am – 4pm.

Customer Care

Department

£25,000 per annum

Salary

Full Time - Permantent

Employment Type

Job Reference

Being the central point of contact for customer complaints via the Hippo Customer Care Portal and via telephone
Advise customers of our complaints process and ensure the process is followed.
Liaise with customers, warranty provider and garages on phone to coordinate vehicle issues.
Respond to or escalate all complaints to relevant managers that cannot be handled solely immediately. I.e., Aftersales related complaints to head of departments
Accurately log and monitor all complaints via Freshdesk.
Ensure time scales are met by following up outstanding issues and closing complaints off within the specified timescales.
Effectively handle complaints whilst limiting costs spent.
Monitor warranty spend and provide feedback in monthly meetings.
To maintain a work rate and level that falls in line with the company’s objectives.
Follow all company procedures.
Adhere to all responsibilities under the SMC regime including abiding by the individual Conduct Rules set out by the FCA.
To treat your colleagues and the workplace with respect
To offer our customers a high level of service and maintain good customer satisfaction and retention

Good telephone manner essential
Broad knowledge of mechanical and body shop issues
The ability to be firm and assertive whilst still providing an excellent level of customer service.
Excellent communication skills with a professional and friendly telephone manner
Ability to communicate complex information in writing, logically and persuasively in a business-like manner.
Ability to work to your own initiative with minimal supervision whilst working in a close-knit team.
Self-motivated, driven, and passionate about your role
Organization and the ability to manage numerous tasks at one time is vital.
Problem solving skills and the ability to collate and analyze information from various sources to identify key issues and trends.

Lunch on Hippo when passing probation.
Departmental incentives
Works social events.
2 years’ service- an additional day annual leave and £100 meal
5 years’ service- 2 additional days annual leave and access to private health care
10 years’ service- 3 additional days annual leave and a voucher
Employee of the quarter scheme
Refer a friend scheme.
Time for you- the opportunity to earn up to 4 early finishes/late starts per year.
Internal development and progression opportunities
Hippo Legends scheme
Senior account manager status
Eye care vouchers
Access to BEN the employee wellbeing support service

Case Handler

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