Senior Customer Relations Advisor

HR GO Recruitment

Leeds

Hybrid

GBP 26,000 - 35,000

Full time

6 days ago

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Benefits offered by this job

Hybrid working

Pension scheme

Career development and progression

Professional qualification support

Comprehensive training programme

Employee wellbeing initiatives

Employee Assistance Programme (EAP)

Collaborative working environment

Exposure to financial services sector

Job summary

HRGO Recruitment is seeking a Senior Customer Relations Advisor in Leeds for a full-time, hybrid role within a regulated financial services environment. The position focuses on resolving complex customer complaints, providing technical guidance, and ensuring fair outcomes across the customer journey.

You will investigate escalations, support colleagues, and uphold high standards of quality and compliance while delivering outstanding customer service across multiple channels.

Qualifications

Proven customer service experience in Financial Services.
Experience handling complaints or customer resolution.
Excellent communication and relationship-building skills.
Strong investigation and problem-solving abilities.
Experience with SLAs and quality standards.
Knowledge of complaint handling processes and regulatory requirements.
Strong organizational and workload management skills.
Ability to manage multiple priorities effectively.
Proficiency in Microsoft Office applications.
Experience producing meaningful management information.

Responsibilities

Resolve complex customer complaints and escalations.
Investigate complex inquiries and provide fair outcomes.
Deliver excellent service across multiple channels.
Support colleagues with technical referrals and queries.
Ensure complaints meet service levels and regulatory requirements.
Produce management information and reporting.
Support continuous improvement of complaint processes.

Skills

Customer service

Complaint handling

Communication

Investigation

SLAs & quality

Regulatory knowledge

Organization

Prioritization

MS Office

MI reporting

Tools

Microsoft Office

Job description

Senior Customer Relations Advisor

Job Reference: LKSCRA

Call Centre and Customer Service Leeds, West Yorkshire £30500 per annum Permanent

Senior Customer Relations Advisor | £30,500 | Full-Time | Hybrid Working

Are you passionate about delivering exceptional customer outcomes? Do you have experience handling customer complaints, escalations, or complex enquiries within a regulated environment?

HRGO Recruitment is recruiting for a Senior Customer Relations Advisor to join a growing and dynamic financial services organisation. This is an excellent opportunity for an experienced customer service professional looking to take the next step in their career, supporting complaint resolution, service excellence, and customer experience across a professional and highly regulated environment.

You’ll play a key role in investigating and resolving customer concerns, supporting colleagues with technical guidance, and ensuring customers receive a fair, positive, and efficient outcome at every stage of their journey.

Benefits

Salary of £30,500 per annum
Hybrid working opportunities
Pension scheme
Career development and progression opportunities
Professional qualification support
Comprehensive training programme
Employee wellbeing initiatives
Employee Assistance Programme (EAP)
Collaborative and inclusive working environment
Exposure to a highly respected financial services sector

Working Hours

Full-time permanent position
Monday to Friday
Hybrid working available
Additional flexibility may be required to meet business needs

The Role

As a Senior Customer Relations Advisor, you will be responsible for resolving complex customer enquiries, complaints, and escalations while providing technical support and guidance across the wider customer service function.

Working in a regulated environment, you will help ensure customers receive outstanding service while maintaining high standards of quality, compliance, and professionalism.

Key Responsibilities

Managing and resolving customer complaints and expressions of dissatisfaction
Investigating complex customer enquiries and providing fair and effective outcomes
Delivering excellent customer service across multiple communication channels
Supporting colleagues with technical referrals and complaint‑related queries
Ensuring complaints are handled within agreed service levels and regulatory requirements
Providing accurate and professional written and verbal communication
Reviewing complaint outcomes to ensure quality and consistency
Producing and communicating complaint‑related management information and reporting
Supporting continuous improvement of customer complaint processes and procedures
Working closely with operational teams, leadership teams, and compliance functions
Identifying and escalating potential risks, incidents, and breaches where appropriate
Acting as a subject matter expert for complaint resolution and customer experience
Coaching and supporting less experienced colleagues where required

About You

We’re looking for someone who is:

Passionate about delivering positive customer outcomes
Experienced in complaint handling and customer resolution
Professional, empathetic, and customer‑focused
Highly organised with excellent attention to detail
Confident managing complex customer situations
Comfortable working within a regulated environment
An excellent communicator with strong written and verbal skills
Able to influence and build relationships with internal and external stakeholders
A proactive problem solver with strong analytical skills
A supportive team player who enjoys helping others develop

Essential Experience & Skills