As part of this role, you’ll be responsible for:
Investigating and owning the customer’s case from initial contact through to resolution
Engaging with our customers, wider team and partners through telephone calls, email or letter providing regular updates when required
Identifying the cause of an issue while utilising the tools available to enable a resolve in a timely manner
Feeding back to our business and suggesting ways to improve our customer service
You will need:
Excellent customer service skills and complaints handling experience within a regulated environment.
Resilience and the ability to remain calm and professional when dealing with challenging customer situations.
Confident communicator with excellent written skills.
Confident using multiple systems and managing a varied workload in a fast-paced environment.
Excellent problem-solving skills
Strong attention to detail and accuracy
Be available to work allocated shifts which include some evening and weekend work
Experience in managing complaints through to resolution would be advantageous
Strong ownership, taking accountability for resolving issues from start to finish rather than passing them between teams.
Excellent written communication skills, with the ability to produce clear, accurate and customer-friendly correspondence.
The ability to balance empathy for customers with adherence to regulatory and business requirements.
Experience investigating complex issues, gathering information from multiple sources and making fair, evidence-based decisions.
Strong organisation and time management skills, with the ability to manage a caseload and meet deadlines.
A genuine passion for improving customer outcomes and identifying opportunities to improve processes and customer experiences.
Financial Services, Insurance, Credit or Retail customer service experience.
Experience working against quality, compliance or service level measures.
Experience identifying root causes and providing feedback to improve processes and customer outcomes.
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
Performance related bonus
Product discounts on the latest tech
A range of wellbeing initiatives
Hybrid Working
