Customer Management Associate - Financial Services

About the team
Our Customer Management practice helps our UK clients manage positive and successful interactions with their customers, supporting everything from 'business as usual' activities such as complaint handling to complex case assessment and remediation. At the heart of every interaction is our 'right first time' approach.
Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic and sensitive manner.
Skills and Experience
You will be a true 'people person' with previous experience in a customer facing role, preferably within the Financial Services sector. You'll also be able to demonstrate the following skills and experience:

• Receiving inbound telephony and email queries from customers, responding accordingly each time
  
• Handling sensitive conversations with customers who may be vulnerable, identifying this appropriately
  
• Some knowledge of Financial Services products, such as investments or pensions
  
• Ensuring that the right customer outcomes are always achieved, including where complaints are raised
  
• The ability to review documentation and determine a fair outcome based on the guidance and policies in place
  
• Ability to liaise with other teams where appropriate, conducting a warm handover when doing so
  
• Accurate data entry and consistent record keeping, to a high standard
  
• Proven attention to detail and accuracy, including file preparation
  
• Well-developed softer skills including self-awareness, empathy and personal resilience
  
• The ability to organise, prioritise and manage a diverse workload to meet deadlines and targets
  

About the role
We are looking for highly-motivated individuals with a proven ability to communicate with customers in an empathetic manner to resolve their concerns, which will include handling complaints.
You'll be tasked with receiving both inbound telephone and email correspondence from customers and using the guidance and processes in place to determine what action is needed to ensure a fair outcome on their particular case, be that a request for further information in order to make this decision or progressing their file on to a specialist team with a warm handover.
Where cases are handed off to other teams, it remains important to keep customers informed of their case progression at regular intervals.
Progression opportunities will be available for our high-performing Associates into file review, team lead or quality control roles.
We also offer and support the opportunity to study for a range of professional qualifications.
Key Responsibilities

• Receiving inbound telephony and email queries from customers, responding accordingly each time
  
• Handling Sensitive conversations with customers who may be vulnerable, identifying this appropriately
  
• Document / file review and remediation
  
• Organising, prioritising and managing a diverse workload, meeting deadlines and targets
  

This role will be based out of our Bradford offices