Customer Service Advisor - Complaints

Job Title: Complaints Specialist

PURPOSE SUMMARY: To contribute to the delivery of  excellent service by responding to and processing all customer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values.

PRINCIPAL ACCOUNTABILITIES:

• Address, investigate and resolve all complaints promptly, meeting regulatory deadlines.

• Own all customer issues through to resolution.

• Respond to the Financial Ombudsman Service timely and appropriately.

• Update the Contract Management System and Complaints database accordingly and in a timely manner.

• Ensure Team Leader is aware of potential issues associated with work queues, delays and complaint trends.

• Provide complaint summary that advises of current status of complaints, detailing costs/losses to the business.

• Adhere to formal regulatory processes and policies.

• Work effectively with colleagues in support functions around the business to gain resolution to complaint.

• Monitor own performance to ensure adherence to targets, deadlines and procedures.

• Responsible for meeting individual performance targets and management of cases.

• Participate in department/business projects to generate innovative ideas that add value.

• Continually develop own knowledge and skills to ensure the correct information and fair outcomes are provided to Customers.

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

• Resolving complaints through a final response letter (Essential)

• Proven track record of working with and handling complaints (Essential)

• Experience of Financial Ombudsman Service complaints (Preferred)

• Experience in the automotive or consumer finance industry (Preferred)

• Strong telephony expertise within a contact centre or similar environment (Preferred)

• Familiarity with relevant regulations and legislation (Preferred)

• Minimum of A levels or equivalent

IT SKILLS PROFILE:

• · Excel and Word to Intermediate level
• · Workflow management