Customer First Representatives

Dimensions (UK) Ltd.; Epsom and Ewell; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A prominent financial services organization in Epsom is seeking Customer Complaints Representatives. This role involves investigating customer complaints, developing reports on trends, and ensuring high service standards. Ideal candidates will have experience in customer service, particularly in complaints resolution, with strong analytical abilities. The position offers a solid benefits package, including bonuses, hybrid working options, and ongoing training opportunities.

Benefits

Annual bonus

Pension

Generous holiday entitlement

Free parking

Social events throughout the year

Qualifications

• Proven experience in customer service with a focus on complaints handling.
• Strong analytical skills with reporting experience.
• Ability to adapt communication to different customer needs.

Responsibilities

• Act as the first point of contact for customer complaints.
• Conduct in-depth investigations into complaints.
• Develop complaints packs to identify trends.
• Perform quality checks on complaint resolutions.
• Provide coaching to improve complaint handling skills.
• Lead meetings on best practices for resolution improvement.

Skills

Attention to detail

Analytical skills

Excellent communication skills

Job description

Do you want to work for an award winning financial services organisation that are renowned for ensuring their employees are looked after, together offering ongoing training and career development? They are now seeking some additional Customer First/Customer FirstComplaints Representatives who will be fully responsible for ensuring the highest standards of service in handling customer complaints, identifying trends, and improving resolution at the first point of contact. You will focus on investigating complaints, providing insight through complaints packs, and driving improvements in customer service processes across the business. Specific responsibilities will include:

• Acting as the first point of contact for customer complaints, ensuring they are handled efficiently and professionally to maximise resolution at first contact.
• Conduct fully in-depth investigations into customer complaints, identifying root causes, and drafting comprehensive responses to ensure a fair and consistent approach.
• Developing and maintaining complaints packs that highlight key trends, recurring issues, and areas for service improvement.
• Performing quality checks on complaint resolutions and customer interactions to ensure adherence to company standards and regulatory guidelines.
• Provide feedback and coaching to Customer Service teams to enhance complaint handling skills and reduce repeat issues.
• Lead engagement meetings/share best practice with other departments to improve complaint resolution at 1st point of contact.

These are excellent career opportunities for those who are passionate about improving customer satisfaction through effective complaints management and service improvements.

It is essential that you possess proven experience in customer service with a strong focus on complaints handling and resolution, gained either in the financial services, banking and insurance or even someone who might have dealt with PPI/Car type claims. You will be detail oriented with strong analytical skills (experience in reporting and identifying trends from customer data would be useful), coupled with excellent written and verbal communication skills, be able to identify vulnerability and adapt to different needs and ensure clear and professional complaint responses.

Offering an excellent remuneration and benefits package that includes an annual bonus, pension, generous holiday entitlement, hybrid working (after probationary period), free parking, free parking and various social events throughout the year, further information is available on application.