Customer Service Advisor

Julie Rose Recruitment
18 Apr 2019
10 May 2019
Contract Type
Full Time
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
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
Ideally from an FCA or highly regulated background

This company offer a great working environment with fantastic company benefits and a good long term career structure

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