Customer Relations Advisor (Financial Services)

Recruiter
Comoro
Location
Dartford, UK
Salary
Competitive
Posted
12 Jul 2019
Closes
25 Jul 2019
Ref
1074230013
Sector
Accountancy
Contract Type
Permanent
Hours
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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