Customer Complaints Advisor
Job details
Customer Complaints Advisor Gatehouse Bank plc, England, United Kingdom (Hybrid) Wilmslow, Milton Keynes or London. Role purpose The purpose of this role is to be responsible for the day-to-day handling of Customer Complaints, ensuring any complaints received by the business are handled efficiently and within regulatory timescales. Making recommendations when drafting responses. Ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved. Key responsibilities
- Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
- Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOS.
- Build customer loyalty through continuous improvement and ensure customer satisfaction. following receipt of a complaint.
- Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer’s needs.
- Develop and maintain a working knowledge of policies, procedures, and systems.
- Good understanding of consumer financing activities including products and services.
- Monitoring specific Mailbox and managing internal and external phone calls.
- Ensure that all standard operating procedures and policies are adhered to at all times.
- Identify products, services and other opportunities and threats within the marketplace and advise/recommend to management accordingly.
- Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility.
- Complaints handling experience.
- Banking experience, preferably in home finance / savings servicing or banking operations.
- Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.
- Excellent customer service and problem resolution skills.
- Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner.
- Ability to meet deadlines along with excellent time management skills.
- Flexible in approach, rational when faced with changing priorities in a dynamic environment.
- 25 days holiday entitlement increasing with service
- Pension Plan
- Private Medical Insurance
- Dental Cover
- Income Protection
- Life Assurance
- Employee Referral Bonus
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