Customer Relations Specialist

TN United Kingdom; Milton Keynes; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Relations Specialist to join their team in Milton Keynes. This role offers a unique opportunity to work with a prestigious global brand, focusing on delivering exceptional customer service. As a key member of the team, you will manage customer complaints, ensuring fair resolutions while adhering to regulatory guidelines. With a hybrid work model, you will balance on-site and remote work, allowing for flexibility. If you thrive in a dynamic environment and are passionate about customer satisfaction, this position is perfect for you.

Qualifications

• Experience in complaint handling, preferably in financial services.
• Strong oral and written communication skills.

Responsibilities

• Manage investigation and resolution of customer complaints.
• Negotiate with business areas to achieve customer resolutions.

Skills

Complaint Handling

Excellent Communication

Systematic Thought Processes

Resilience

Pressure Management

Job description

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Customer Relations Specialist, Milton Keynes

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Client:

Response Personnel

Location:

Milton Keynes, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

144cd2a09880

Job Views:

9

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Customer Relations Specialist

12-month temporary contract

£13.85 per hour

Hours: Monday – Friday: 08.30 – 17.00

Hybrid: 2 days on site & 3 days WFH

We are recruiting for an experienced Customer Relations Specialist to work for our prestigious, innovative client based in Milton Keynes.

If you are looking for an opportunity to work for a global brand and provide excellent customer service, we would welcome the opportunity to speak with you.

Purpose of role: Customer Relations Specialist

• The main purpose of this role is to manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from customers
• Undertaking fair, consistent, prompt and thorough investigations of written and verbal complaints cases in accordance with company guidance and case handling rules.
• Use of judgement to ensure fair and appropriate Customer outcomes within relevant limit of authority. Production of high quality written final responses and providing comprehensive, professional summaries and updates on progress to the relevant stakeholders (when required)
• Required to evaluate Customer circumstance, inconvenience and distress to achieve an appropriate resolution from a wide range of potential options including but not limited to goodwill payments, write offs and non-monetary compensation.
• Negotiate on a regular basis with relevant business areas including external parties to reach an appropriate multi-party resolution ensuring the best outcome for the customer.
• Manage the diagnostic and triage processes across multiple channels to effectively categorise, route and prioritise cases.
• Manage cases by accurately reporting and logging all actions through company systems to support root cause analysis and reporting requirements.
• Accountable for sending all regulated correspondence to the customer within FCA timelines (e.g. acknowledgement letter, holding letter and final response letter).

Skills / Experience: Customer Relations Specialist

• Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS and relevant vulnerable customer guidance.
• Excellent oral and written communications
• Ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
• Experience of working in a complaint handling environment, either within financial services or another industry type.
• High level of resilience.
• Ability to cope under pressure and meet strict deadlines.

Response Personnel, an independently owned company and experts in recruitment since 1997.

Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Technical sectors.