Address
Form of work
SalaryJob Specification
Position: Financial Resolutions Advisor
Location: Chester
Hours: 37.5 Hours Monday - Friday between 8.00am-5.00pm
Contract: Permanent
Salary: £27,000p/a
HRGO are looking to recruit a Resolution Advisor to join a fast paced and energetic office with an immediate start. You will be required to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible whilst providing exceptional Customer Service.This is a fantastic role to work within a great team and an ever-growing business.
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
Demonstrate ability to identify Vulnerable Customers and deal with them appropriately
Root Cause analysis should be reviewed regularly to ensure our processes do not create any barriers along the customer journey
Skills/Experience
Fully computer literate
Ability to address multiple demands without losing focus
Analytical and logical approach
Excellent telephony and communication skills
Working under pressure, often to tight deadlines and excellent problem-solving skills
To work on own initiative, possess personal drive and self-motivation
Knowledge of common vehicle issues and hire purchase agreements
Due to the nature of the business all applicants will be DBS and Credit Checked as part of the selection process.
Should this be of interest please call Nicola at HR GO recruitment for more information on or email
