About The Role
Let’s grow together!
A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Customer Relations Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!
We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …
Brief description
Are you looking for a new challenge? Do you have good rapport building skills? Our Customer Relations team are seeking someone to help them review and respond to customer complaints. Could this be the role for you?
Purpose of the role
To build positive relationships with customers, third party businesses, trade bodies and regulators. You will be required to represent the Group in a highly professional manner, dealing with customer concerns sympathetically and positively whilst ensuring that contractual service standards are achieved.
Duties and responsibilities
Receive and effectively manage incoming complaint related calls
Review new complaints to ascertain the suitability to resolve immediately over the telephone
Telephone customers to gain information, conciliate, negotiate and build a rapport
Action non-standard complaints including ‘high profile’ on all portfolios
Fully investigate the background of customer complaints
Ensure that all complaints are resolved to complete satisfaction
Produce an effective, well written final response letter that will close the complaint
Work closely with other team members, providing assistance where required, to ensure that team targets are consistently achieved
Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes
About You
Skills
Excellent communication and customer service skills
Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency
A disciplined approach to work, ensuring that deadlines are always met
Ability to organise and prioritise workload
Experience in dealing with complaints preferred but not essential
Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply.
Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.
Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.
Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.
Working hours
37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch) - hybrid model - working 1 day in the office each week.
About Us
What can we offer you?
Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
Profit Related Pay: We share some of our annual profit with our eligible employees
Pension Plan: We contribute up to 10% of your annual salary towards your pension
Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
Volunteering Day: Contribute to causes you care about with one volunteering day per year
Life Assurance and Personal Accident Cover
Be flexible
We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.
Be yourself
As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.
Be heard
We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.
Be well
We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.
Be better
We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.
