Role: Customer Relations Specialist
Start: ASAP subject to completion of compliance checks
Duration: 6 months initially
Rate: 12.00 per hour
Location: Tongwell, MK/WFH - 2 days per week in the office, 3 days from home
Hours: 37.5 hours per week - 08:30 - 17:00 with a 1-hour lunch break
Customer Resolutions comprises around 30 people made up of two Team Leaders who manage apprentices, administrators and complaint case handlers. The department handles complaints from customers covering a variety of topics.
The main purpose of this role is to manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from customers.
This opportunity requires you to handle an extensive variety of complaint cases related to scenarios, company systems and processes whilst being fully compliant with relevant legislation including, but not limited to, Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customers Fairly (TCF) and relevant Vulnerable Customer guidance.
Responsibilities:
You are required to maintain ethical standards in accordance with Policies and the Company's Compliance Guidelines and Policies including Anti-Bribery and all relevant competition law.
Undertaking fair, consistent, prompt and thorough investigations of written and verbal complaints cases in accordance with company guidance and case handling rules.
Use of judgement to ensure fair and appropriate customer outcomes within relevant limits of authority. Production of high quality written final responses and providing comprehensive, professional summaries and updates on progress to the relevant stakeholders (when required)
Required to evaluate customer circumstances, inconvenience and distress in order to achieve an appropriate resolution from a wide range of potential options including but not limited to goodwill payments, write-offs and non-monetary compensation.
Manage the diagnostic and triage processes across multiple channels in order to effectively categorise, route and prioritise cases.
Manage cases by accurately reporting and logging all actions through company systems in order to support root cause analysis and reporting requirements.
Accountable for sending all regulated correspondence to the customer within FCA timelines (e.g. acknowledgement letter, holding letter and final response letter).
The Right Candidate:
- Experience working in a customer service or call centre environment.
- Excellent speaking and listening skills when communicating over phone.
- Computer literate (experience using Microsoft Word, Excel)
- Self-Motivated and takes ownership on self-development within the role.
- Ability to multi-task and prioritise.
Credit check and DBS check will be required for this role - this will be obtained by Quality Personnel if successful after interview stage.
Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 4th year running!).
Please note due to volume of applications you will only be contacted if we are progressing your application.