Customer Relations Specialist
12-month temporary contract
£13.85 per hour
Hours: Monday - Friday: 08.30 - 17.00
Hybrid: 2 days on site & 3 days WFH
We are recruiting for an experienced Customer Relations Specialist to work for our prestigious, innovative client based in Milton Keynes.
If you are looking for an opportunity to work for a global brand and provide excellent customer service, we would welcome the opportunity to speak with you.
Purpose of role: Customer Relations Specialist
- The main purpose of this role is to manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from customers
- 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 limit 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 circumstance, inconvenience and distress 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.
- Negotiate on a regular basis with relevant business areas including external parties to reach an appropriate multi-party resolution ensuring the best outcome for the customer.
- Manage the diagnostic and triage processes across multiple channels to effectively categorise, route and prioritise cases.
- Manage cases by accurately reporting and logging all actions through company systems 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).
Skills / Experience: Customer Relations Specialist
- Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS and relevant vulnerable customer guidance.
- Excellent oral and written communications
- Ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
- Strong customer focus.
- Experience of working in a complaint handling environment, either within financial services or another industry type.
- Good attention to detail.
- High level of resilience.
- Ability to cope under pressure and meet strict deadlines.
Response Personnel, an independently owned company and experts in recruitment since 1997.
Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Technical sectors.
For information on other roles, we have available please call for further details.