Job Title: Customer Relations Officer
Contract: Initially on a 12 month maternity contract
Salary: £26,000 - £32,000 plus discretionary bonus and excellent benefits
Location: Solihull -Hybrid working is available for all employees and can be tailored to suit the individual
Hours: Monday to Friday 8.30am to 5pm
We are delighted to be recruiting on behalf of our client, a well-respected and long-established financial services company based in Solihull who is currently recruiting for the next talented and experienced Customer Relations Officer to join their Customer Relations team.
The successful candidate will require good rapport building skills, and be able to provide an excellent customer experience. You will be required to deal with customer concerns sympathetically and positively whilst ensuring that contractual service standards are achieved.
This company is renowned for employee retention and the benefits package that all employees receive is extensive. It includes generous holiday allowance, with a day off for your birthday, paid community volunteering, company-wide, profit-sharing bonus, pension plan – with employer contributions of up to 10% of your annual salary, life assurance and personal accident cover.
Key Duties:
- Handle and efficiently manage incoming calls related to complaints
- Assess new complaints to determine whether they can be resolved immediately over the phone
- Contact customers by phone to gather information, mediate, negotiate, and build rapport
- Address non-standard complaints, including high-profile cases, across all portfolios
- Conduct thorough investigations into the background of customer complaints
- Ensure all complaints are resolved to the customer's full satisfaction
- Draft clear, effective final response letters to close complaints
- Collaborate closely with team members, offering support as needed to consistently meet team targets
- Manage, organise, and update information in both digital systems and paper files, ensuring accurate records are kept and reliable statistics are available for management reporting.
Key Skills/Experience Required:
- 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
- Grade C or above GCSE (or equivalent) in English and Mathematics
In return for your hard work, you will earn a starting salary of £26,000 - £32,000 and excellent benefits.
RecFlex Ltd operate in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy.
Personal data you supply will be used for contacting you via telephone or email about our service. Your data will be kept securely and retained in line with GDPR regulations. You have the right to withdraw your consent to the use of your personal data for the specified purpose at any time.
Job Types: Full-time, Permanent
Pay: £26,000.00-£32,000.00 per year
Additional pay:
Benefits:
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Work from home
Schedule:
Work Location: Hybrid remote in Solihull
Reference ID: 001128
