Our client is the UK financial services arm of a blue chip global business.  They are now looking to appoint a complaints specialist to join their customer relations team based near Slough (2-3 days in the office, hybrid working)

Key requirements include:

Effectively liaise with internal and external customers by telephone, letter and e-mail in response to complaints or disputes.
To investigate all customer disputes in a fair and impartial manner.
To use an evidence based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.
To work with colleagues in other departments to find appropriate solutions to all customer disputes, keeping the TCF guidelines foremost at all times.
Ensure Customer Records are kept up to date and accurate.
Pro-actively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods.
In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer’s experience and lead to business efficiencies.
To be able to work to industry and regulatory guidelines and time frames.

The successful candidate will have:-

Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.

·       Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment.

·       Experience of complaint management or dispute resolution.

·       Experience in using Microsoft Office packages.

·       Excellent Communication skills – both verbal and written.

·       Good organisational and time management skills.

·       Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable.