Customer Service Representative/Manchester/Fintech

Opus Recruitment Solutions Ltd; Lancashire; Hybrid; GBP 26,000; Full time

Job summary

A leading company in innovative customer solutions is seeking a Customer Escalations/Complaints Agent to join their Customer Service team. This hybrid role involves managing customer complaints, conducting investigations, and advocating for customer needs. The ideal candidate will possess strong communication skills and a background in customer service, with a preference for experience in the financial services sector. In return, the company offers competitive pay up to GBP25,500, along with benefits including healthcare and annual salary reviews.

Benefits

26 days annual leave

Healthcare

Annual salary reviews

Qualifications

• Proven experience in handling complaints and resolving conflicts.
• Fluency in Portuguese or Spanish and English is essential.

Responsibilities

• Manage and resolve customer complaints, ensuring timely outcomes.
• Conduct investigations into escalations and document interactions.
• Act as a customer advocate by identifying recurring issues.

Skills

Communication

Problem Solving

Analytical Thinking

Customer Advocacy

Job description

Are you passionate about transforming customer challenges into positive experiences?

Or perhaps you are looking to join a transforming business where you can really shape your career?

Our client is a leader in innovative customer solutions, are looking for a dedicated Customer Escalations/Complaints Agent to their Customer Service team. They are constantly evolving business that has consistently been making $6million in revenue and are wanting you to come and put your stamp on a crucial role for them in the business.

What You'll Do:

• Efficiently manage and resolve customer complaints, ensuring timely and fair outcomes in line with company policies.
• Conduct thorough investigations into escalations, collaborating with internal departments to gather insights and implement effective solutions.
• Accurately document all interactions, resolutions, and escalations in our systems to support compliance and drive continuous improvement.
• Act as a customer advocate by identifying recurring issues and sharing valuable feedback to enhance the overall customer journey.

Who They're Looking For:

• A seasoned customer service professional with proven experience in handling complaints and resolving conflicts.
• An outstanding communicator with excellent written and verbal skills, capable of navigating challenging conversations with empathy and professionalism.
• An analytical thinker with strong problem-solving abilities to identify root causes and deliver lasting solutions.
• A resilient and adaptable team player who thrives in a fast-paced environment and can manage multiple priorities with ease.
• A bonus if you bring experience in the financial services sector, along with an understanding of industry regulations, data protection laws, and consumer rights.

This hybrid role offers a flexible schedule-spend 2 days a week in their Altrincham Office and work remotely for 3 days. Fluency in Portuguese or Spanish and English is essential, as you'll engage with customers across multiple channels, including email, phone, and live chat, to deliver exceptional support. In return they are paying up to GBP25,500, 26 days AL, healthcare and annual salary reviews.

Ready to take the next step? Apply now or send your CV over to (see below) to get the conversation started!