Customer Relations Administrator

PB Recruitment Consultants Ltd
Dartford, UK
10 Jul 2019
27 Jul 2019
Contract Type
Full Time
Working within the Customer Relations Department focussing on the full administrative function the department requires, in order to ensure we investigate complaints and fraud and ensure speedy resolution whilst delivering a best in class customer experience (in line with the Company Vision, Mission and Core Values).

  • Previous financial complaints handling experience
  • Previous experience working for a company in the same industry would be a distinct advantage

  • Good attention to detail and problem solving skills
  • Ability to remain calm under pressure
  • Inquisitive, a good listener and solution provider
  • Organised and efficient
  • Ability to work to tight deadlines
  • Ability to remain calm and professional at all times
  • Numerate (to explain payments, financial terms etc)
  • Must be able to work well as part of a team or as an individual

Duties & responsibilities
  • Accurate registration and allocation of complaints, fraud cases and FOS cases, ensuring all internal processes and procedures are adhered to until the cases are finalised
  • Responsible for sending case notifications, requests for information, updates, final responses and other correspondence as relevant
  • Allocation of emails which require a response from the case handler, as well as responding directly to emails from customers and third parties such as debt purchaser and claims management companies
  • Management of spreadsheets relevant to the various work streams within Customer Relations, to ensure all work is attended within the prescribed time
  • Refund management once the signed settlement form is received, including attending to any further actions required
  • Adhoc administration and reporting as required
  • Telephone liaison with third parties as 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 third parties
  • Ensuring compliance with appropriate legislation and regulatory bodies and adhering to company policies and procedures
  • Assisting in the continuous development and implementation of systems, procedures and policies for complaints least
  • 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

  • Minimum grade C in GCSE Maths and English
  • Previous telephonic complaints handling experience por

What we offer...
  • Competitive salary
  • Annual/Quarterly Bonus
  • Pension Scheme
  • Private Medical & Dental Insurance
  • Life Assurance
  • 23 days holiday (rising to 28 following 5 years' service)
  • Birthdays off
  • Wedding/Civil Partnership Leave
  • Perkbox Benefits

Other Information:
  • Reporting to: Customer Relations Manager
  • Job Title: Permanent
  • Working hours: 9am - 6pm

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