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Posted 8 March by Cordant Contact Centre Easy Apply Ended

We are recruiting for numerous candidates to join a busy team for large Financial Organisation in Sunderland. The contracts are temporary initially until the end of January but there will also be permanent opportunities for candidates that will prove themselves.

To achieve accurate and effective logging of customer cases and complaints fairly and efficiently, in accordance with NR policies, regulatory requirements and customer service standards.


  • To coordinate complaints from initial receipt through to distribution.
  • To log each complaint accurately categorising the Complaint Aspect, Product, Nature, Causal Business Area and Complexity prior to assigning work to the relevant workflow.
  • Liaise effectively with all Business Areas to ensure the complaints are logged and dealt with appropriately with the correct information gathered and logged within the regulatory timescales to minimise Risk.
  • Produce acknowledgements and other regulatory letters on time
  • Maintain avenues of workflow and take responsibility for own workbooks and Service Level Agreements. Manage the Customer Relations emails and Hand Delivered correspondence.
  • Ensure customer focus, quality and regulatory compliance (e.g. Disp rules) is at the heart of all activities and processes to encourage customer retention.
  • Understand procedures and systems.
  • Provide excellent customer service at all times to both internal and external customers.
  • Ensure fair treatment of customers throughout all aspects of the customer journey (Treating Customers Fairly).


  • Excellent data input skills
  • Excellent Written and Telephone communication skills
  • Excellent Customer Service skills
  • Ability to manage conflict with customers


Monday - Friday: Either 8am-4pm or 9am-5pm

MUST be able to pass an in depth Credit Check

Cordant Group is an equal opportunities employer

Reference: 34640291

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