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SalaryMy client, a successful Financial business in Chester is recruiting Customer Resolution Advisors to join their complaints team.
You will be responsible for handling all complaints for the group. Strive to deal with all customer complaints at first point of contact ensuring customer satisfaction wherever possible.
Responsibilities:
Handle inbound and outbound telephone calls into the complaints team. This will include calls from customers as well as regulatory bodies including the Financial Ombudsman Service.
Manage individual workload of complaints ensuring work is completed, responding to complaints within the internal service level and within regulatory timescales.
Ensure new complaints are recorded accurately on the relevant systems, including contact information and necessary actions.
Make correct, informed decisions about whether a complaint is justified or unjustified and what action should be taken, taking a commercial view where necessary.
Ensure any offer of settlement or redress is fully supported with documentary evidence.
Ensure all correspondence and telephone contact is clear, concise, and accurate.
Treat customers with respect, showing empathy and understanding. Always adhere to the principles of 'Treating Customers Fairly’.
Assist with the preparation and production of Management Information relating to complaint handling.
Demonstrate ability to identify Vulnerable Customers and deal with them appropriately.
Provide effective ongoing communication to the team, department and the business.
Root Cause analysis should be reviewed regularly to ensure our processes do not create any barriers along the customer journey.
Demonstrate the company Vision and Values.
Skills Required:
Must have some experience working in a similar customer service role within Financial Services
Excellent telephony skills.
Strong communication and interpersonal skills.
Working under pressure, often to tight deadlines.
Problem solving skills.
Able to identify Vulnerable Customers and establish fair outcomes for customers in vulnerable circumstances.
Personal drive and self-motivation.
Knowledge and understanding of the following regulatory bodies and their respective guidance:
Financial Conduct Authority - in particular ICOB, ICOBS, MCD, CONC and the Complaints Dispute Resolution Rules (DISP).
Financial Ombudsman Service (FOS)
Finance and Leasing Association (FLA)
Information Commissioner’s Office (ICO)
Knowledge and good understanding of relevant legislation:
- Consumer Rights Act 2015
- Consumer Credit Act 1974
- Data Protection Act
- Consumer Credit Directive
Salary up to £23.5k
Monday - Friday 9am-5pm, hybrid - 2/3 days in office
26 days holiday + bank holidays
Pension scheme
Employee referral programme
Perks at Work
Income protection scheme
Employee of the Year
Long Service awards
Discretionary annual bonus
Life assurance
Discounted gym membership
Training and exam sponsorship
Purchase additional annual leave
Social events Hours of work
