Cmc Administrator

Administrator
Monday – Friday, 9.00am – 5.30pm
Hybrid working (3 days in office, 2 from home)
West Kent

My client is a leading Financial Services company based in West Kent and is looking for a skilled administrator with excellent interpersonal skills to join them.   

This role is within the complaints team, responding to timely and accurate administration of complaints received by the company.

Duties include:

• Acknowledge all customer commission queries within regulatory timeframes.
• Manage all aspects of the CMC process for commission and affordability complaints, including acknowledgements, 20-day letters, and Final Response Letters.
• Support the Complaints Team Leader with ad hoc tasks.
• Help the Complaints Team with daily tasks, such as collating FOS files and acknowledging customer calls, when workload permits.
• Collaborate with the team to ensure all complaints are thoroughly investigated within regulatory timeframes.
• Establish telephone contact with customers to understand their complaints and expedite fair outcomes.
• Handle all complaints with the highest standard of customer care.
• Build strong relationships with third-party service providers, dealer networks, and the sales team to resolve quality concerns.
• Maintain the complaints database with accurate and relevant information.
• Assist customers with updates on ongoing complaints or record new complaints for handling.
• Present the company professionally and maintain confidentiality.
• Ensure electronic and paper filing is always up-to-date and organized.
• Communicate effectively and build sustainable relationships with internal departments and field staff.
  

The successful candidate must have/be:

• Strong interpersonal skills
• Proficient in MS Office
• Meticulous attention to detail
• Excellent verbal and written communication skills

This role is being handled by Holly Ensoll, Business Support Consultant for Pearson Whiffin Recruitment.

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