This job role is to resolve and assist in John Lewis Southampton's financial queries and general complaints. This is both face to face with customers, and through telecommunications. This is in a busy office environment working with a number of diverse colleagues and clients. I also use a wide range of computer system applications in this role, including 'Salesforce' and Excel. I am proficient in adapting to these systems and I have become efficient and grown an expert knowledge in the usage of them. I have also earned the title of 'Connex Lead' during my time within the business. This means, I lead and manage the team of which deal with the complaints systems, and I am the Branch expert at the complaints system knowledge.
I am the first point of contact and resolution to any complaint within the company, meaning I have adapted to being extremely versitile in my problem solving skills. I am expected to make sure every customer complaint is dealt with to the best possible extent, and the customer remains happy. This can be challenging, as complaints within a company this large can differ greatly, but I find with reasonable thinking and rationality I can determine this most appropriate and satisfactory outcome.
I also handle financial queries regarding our Partnership Mastercard Credit Card (PMCC). I am very knowledgable in this field and always stay professional and compliant when assisting a customer. I am also expected to handle the in store VAT redemptions and Exports, meaning that I reimburse the VAT for any customer who is a resident outside of Europe or lives in the channel Islands. I am very numeral, and very much enjoy this part of my job role.
I am responsible for the application process and production of PMCC's. Compliance is key in this procedure, as a result of breaching compliance could be wounding for myself and the company. I am regularly assessed (every 3 months) during this application, meaning I cope well under pressure and always excel in these assessments.
I am also trained and work in the Bureau De Change. The Bureau deals with 30+ currencies and is extremely busy. This means I have to remain focused throughout my shift. I am an extremely systematic and methodical individual, which especially shows in this role. My currency reconciliations are always correct and I have never made a mistake, which is very much appreciated by my employer and team.