Customer Services Regulations Advisor

Your new company
Hays are delighted to be working with our global client, one of the world's most successful premium manufacturers of cars, motorcycles and provider of premium services. Our client demonstrates a commitment to innovation, sustainability and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness, and contribution to shaping the future success of their business.
Hays are recruiting for an exciting opportunity for a Customer Escalations Advisor to join our client on an ongoing long-term temporary assignment.
The Customer Escalations Advisor is responsible for the day to day management of the FS Customer Escalation inbox and distribution of emails. They are responsible for the day to day logging of the complaints that are received and must allocate it to the team by 4pm each day, ensuring that all customer acknowledgement letters are sent within the same day, ensuring SLA's are met and not breached.
The role holder is also responsible for identifying any complaint trends/ regulatory complaints / new CMC topics to the Private Customer Escalations Manager and / or Customer Regulatory Manager coming into the Customer Escalation email box or through the new complaints online forms.
What you'll need to succeed

• Strong administrative and organisational skills
• Ability to work on own initiative
• Ability to prioritise activities, work under pressure and manage own time
• Knowledge of MS Office Suite
• Previous experience in an administrative and customer service role. Preferably, in the Automotive or Regulated Financial Services industry is desirable
• Previous experience of working in a complaints environment
• Excellent oral and written communication skills

Your new role

• To complete all admin tasks within the department which include but are not limited to:
• Logging complaints received in FS Customer Escalations within 24 hours of receipt of complaint
• Issuing of acknowledgement letters to customer within a regulatory timeframe (within 5 working days)
• Management of the FS Customer Escalation inbox within the agreed SLA of 24 hours
• Management of all incoming post ensuring it is passed onto the relevant team or logged within the team to respond
• Obtain all Complaints and SARs call recordings

What you'll get in return
Location: Farnborough, UK. (Candidates should be based within a reasonable commute)
Assignment type: 12 months rolling contract where you will be engaged via Hays
Working environment: Hybrid working is an option after training (1 - 3 months)
Hours per week: 37.5
Pay type: 27K - 32K
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk