Customer Relations Advisor (Financial Services)

06 Feb 2019
31 Mar 2019
Contract Type
Full Time
Customer Relations Advisor x 2

Role Purpose:

Our client is a long established online financial services business serving the consumer market.

Working with customers to understand their complaints and ensure speedy resolution whilst delivering a best in class customer experience (in line with the Company Vision, Mission and Core Values). Also ensuring that the company is kept up-to-speed with learnings resulting from complaints as appropriate.

Main Responsibilities:

• Accurate capture and registration of complaints (by Phone or email), ensuring all internal processes and procedures are adhered to until the complaint is finalised

• Working with customers to understand complaint and ensure the right solutions are sought

• Taking ownership of the allocated cases from initial registration and keeping customer up-to-speed with progress through to finalisation

• Escalating challenging cases to Manager in a timely manner (particularly where legal advice may be required)

• Delivering a best in class customer experience in line with the Company Vision, Mission and Core Values

• Working within a team environment, building relationships and rapport with both colleagues and customers

• Ensuring compliance with appropriate legislation and regulatory bodies and adhering to company policies and procedures

• Participating in the reporting of and learning from complaints including - trend analysis, providing feedback/reports to the relevant departments, participation in ongoing programmes of training and development in relation to the complaint handling processes

Experience and skills:

• Minimum grade C in GCSE Maths and English

• Previous experience within a regulated, financial complaints handling environment

• Exceptional communication and problem-solving skills

• Ability to remain calm under pressure

• Inquisitive, a good listener and solution provider

• Tactful and yet assertive, with strong negotiation skills

• Ability to work to tight deadlines

• Ability to remain calm and professional at all times

• Numerate (to explain payments, financial terms etc)

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