Customer Care Specialist - Complaints

The Real Estate Bd dot net; Slough; On-site; GBP 33,000; Full time

Job summary

A leading company is seeking a Customer Care Specialist to manage and resolve customer complaints effectively while adhering to regulatory standards. The ideal candidate will have a strong background in complaint resolution and customer service, with essential administrative skills in Excel and Word. This is a temporary entry-level position offering competitive remuneration.

Qualifications

• Essential experience resolving complaints through a final response letter.
• Proven track record in handling complaints.
• Experience with Financial Ombudsman Service complaints.

Responsibilities

• Investigate and resolve customer complaints promptly.
• Update the Contract Management System and Complaints database.
• Adhere to regulatory processes and policies.

Skills

Complaint Resolution

Communication

Customer Service

Education

A levels or equivalent

Tools

Excel

Word

Job description

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You will be responsible for responding to and processing all customer/dealer 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.
• Liaise professionally with Retailers and Manufacturer teams as appropriate.
• 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 the SMT 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
• Continually develop own knowledge and skills to ensure the correct information and fair outcomes are provided to Customers.
• Such other duties as management may from time to time reasonably require.
  
  

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 (Essential)
• 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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Temporary

Job function

• Job function

  Customer Service

• Industries

  Administrative and Support Services

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