Complaints Handling Associate

Recruiter
Reed
Location
Redhill
Salary
21500.0000
Posted
17 Apr 2017
Closes
16 May 2017
Contract Type
Permanent
Hours
Full Time
Are you an ambitious, well-educated and hardworking individual?
Have you dealt with complex complaints within a corporate contact centre or financial service?
Do you possess exceptional communication skills, both verbal and non-verbal?
Are you looking for market-leading investment company that you can forge a brilliant career with?

If you have answered “Yes” to the questions above, please read on!


WHO ARE THEY?

They are a privately owned investment company who have a reputation as one of the world’s most successful investment solution providers with experience spanning over 40 years over a diverse global client base.

WHO ARE THEY LOOKING FOR?
They are looking for bright individuals with complex complaint handling experience - preferably within a corporate contact centre or financial service, who also possess exceptional communication skills - both written and verbal. They require people who are personable, enthusiastic and those who are looking to join an established, but growing Customer Relations and Complaints team.

WHAT WILL I BE DOING?
This role is extremely varied and you will be expected to respond to a number of different types of enquiries; from advisers querying commission payments to dealing sensitively with deceased account issues. The aim is to not only respond with a level of detail and quality that meets and/or exceeds customer expectations, but to address the root cause of the query, providing appropriate operational fixes to customer accounts, whilst ensuring that any regulatory requirements are met. You will also be required to identify improvements that can be made to our processes and procedures to prevent future occurrences of these issues. All interactions with the customer must be handled in a timely manner. After receiving your induction training, you will be empowered to work on your own portfolio of account issues, with support from your colleagues, complying at all times with Company procedures. You will also be required to gain a sufficient understanding of the company’s own operating systems.

WHAT CAN THIS OPPORTUNITY OFFER ME?
This is a fantastic opportunity to join a well-established company within their esteemed Customer Relations and Complaints team. The role offers an initial, comprehensive training programme, along with constant personal training and development. The role also boasts genuine progression prospects, a generous base salary and a competitive benefits package.

KEY RESPONSIBILITIES:
- Investigation and resolution of and client contact for, all items allocated to you by your Team Manager.
- Work efficiently to ensure a significant contribution to your team’s targets on a daily basis.
- Communicate in a friendly and professional way with clients over the phone, by email and in writing as appropriate.
- Developing a relevant understanding of systems and undertake operational account amendments on them.
- Undertake ‘verification’ activity for both written client correspondence and account amendments made on operating systems.
- Take ownership for your own continued learning of products and operational processes, identifying and suggesting methods of improving them to management.
- Take ownership of individual issues and ensure they are resolved to the satisfaction of the client and company.
- Supporting the “Treating Customers Fairly” framework, ensuring concerns are promptly reported to management.
- Explaining UK products and procedures clearly and simply whilst promoting the company’s brand values.
- Ensuring appropriate escalation of issues to management e.g. those that have regulatory/reputational/financial risk.
- Ensuring the reputation and business integrity is upheld at all times.

I FIT THE CRITERIA AND I LIKE THE SOUND OF THE ROLE, HOW DO I APPLY?
You can either use the "Apply now" button on this page or send your CV to !

Reed Specialist Recruitment Limited is an employment agency and employment business