Customer Service Advisor

Julie Rose Recruitment
18 Mar 2019
31 Mar 2019
Contract Type
Full Time
Customer Service Advisor (Complaints)

Our client is looking for a Customer Service Advisor to join their ever-growing team. You will need experience of dealing with customers over the phone, handling objections and complaints.

Duties for the Customer Service Advisor:
• Accurate capture and registration of complaints, ensuring all internal processes and procedures are adhered to until the complaint is finalised
• Working with customers to understand the complaint and ensure the right solutions are sought
• Taking ownership of the allocated cases from initial registration and keeping customers up-to-speed with progress through to finalisation
• Escalating challenging cases to the 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’s policies and procedures
• Assisting in the continuous development and implementation of systems, procedures and policies for complaints
• Overcoming barriers to acceptance using developed interpersonal and communication skills
• 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
• Written and telephonic liaison with various parties during the execution of duties, and tailoring our communication to the party we are liaising with

Personal Spec for the Customer Service Advisor:

At least 6 months experience with complaints
Exceptional communication and problem-solving skills
Ability to remain calm under pressure and professional at all times
Inquisitive, a good listener and solution provider
Tactful and yet assertive, with strong negotiation skills
Ability to work to tight deadlines
Numerate (to explain payments, financial terms etc)
Must be able to work well as part of a team or as an individual
Ideally from an FCA or highly regulated background

Hours: 9am – 6pm
Benefits: Pension, insurances and annual bonus

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