About Us

At Foundever, we work with clients across a multitude of industries such as, retail, health care, hospitality, catering, sports, office, government and many others. Foundever securely connects brands with their customers 9 million times daily in +60 languages. Our global footprint makes us one of the few true global players in the industry.

Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? At Foundever we focus on you and with your drive, we look to create your best moments. Would you like to be a part of a new opportunity?

The role

Purpose of the job:

To deliver great customer service to all our customers through effective and timely query and complaint management. Aiming for first contact resolution and taking ownership of our customer queries via multiple contact channels, including telephone and email.

Key Accountabilities:

Working efficiently and managing own workload to respond to customers within agreed Service Level Agreements

To effectively manage and respond to all queries and communication via all contact channels e.g., telephone, post, email and digital methods.

To keep customers regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and always adhering to our policies

To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes

To take actions, working with other teams / departments, if necessary, to improve customer experience

To ensure that all processes are always operated in a timely and efficient manner with a focus to provide excellent customer service

To respond and act on any feedback from Quality Monitoring Checks to maximise customer satisfaction and level of service

Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager

Knowledge and Skills

• Excellent communication skills (including written and telephone skills).
• Results focus
• Numerical skills.
• Microsoft Office proficient.
• Proven record of excellent customer service.
• Able to produce accurate work and adhere to KPIs
• Proven organisational skills.
• Self-management.
• Drive to achieve continuous improvements

What we offer

Start date: 14th October

Full -time permanent contract.

37.5 hours per week, between the operating hours of Monday - Thursday 09:00 - 17:00, Friday 08:30 - 16:30

Work location :- Onsite with Hybrid options available once training and nesting period is complete.

Salary £ 22,332.00 per year, paid monthly

Plus

• Industry Leading training and support.
• Work from home opportunities
• Continued development and opportunities.
• Wellness Programmes
• Company events
• Casual Dress Code

Wagestream

All employees get access to this money management app gives you access to a toolkit of services built around your pay. It can help you to:

• Use Flexible pay to choose when to get paid throughout the month.
• Track your shifts, earnings and spending in one place.
• Build a rainy day pot to reduce financial stress and reward yourself in the future.
• A Benefits checker to calculate what government support you could be missing out on

Experience Target