Customer Complaints Advisor

Job Ref: BANLAA1
Sector: Call Centre
Job Type: Permanent
Date Added: 11 March 2019
  • Cheadle, Greater Manchester, North West, England SK8 2DY
  • £20,000 - £23,000 per Annum
    ANNUM
  • Natasha Lewis
  • 0161 228 7541
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Customer Complaints Advisor x 10 in Cheadle. UK's most trusted brand and most popular breakdown cover provider also offering insurance services. Accessible by all public transport routes. Up to £23,000 p/a plus benefits.

The Role:

To enhance the organisations Customer Service Delivery through the management of an excellent complaint handling service for all telephony/written/email complaints, including those of a serious and contentious nature, while adhering to Financial Conduct Authority regulations and the organisations brand values at all times.

Responsibilities:

  • The job holder will deal with Insurance, Road, Membership and B2B complaints
  • Accurately record all complaints, actions, findings and corrective activity
  • Treat all cases fairly and on an individual basis
  • Liaise with all internal and external departments
  • The job holder will be responsible for the day to day management of their own workload,     ensuring that cases are dealt with within regulatory timescales.
  • Delivery of KPI's that drive personal quality.
  • Advocate customer centric approach to handling dissatisfaction.
  • Business Subject Matter expert for customer dissatisfaction - provide advice and guidance to other team members to share best practice.
  • The job holder will display a comprehensive knowledge of the companies products, services and associated systems.
  • Work with the senior management team to identify root causes for complaints and identify service improvements to address these.
  • Ensure that compensation to complainants is within defined authority levels and proactively seek optimum ways to resolve customer complaints in allocated caseload.
  • Provide support to other operational departments when required

 
To Bes Suitable to Apply:

  • A real desire to provide outstanding levels of customer service
  • Proven ability to manage and resolve complex complaints at all levels.
  • High level of customer awareness, including disability responsibilities.
  • Very high level of tact, diplomacy and a resilient nature
  • Ability to be consistently empathetic and friendly, whilst remaining professional, and balancing customer and business needs.
  • Ability to remain calm and customer focused when under pressure
  • Proven ability to use own initiative.
  • Ability to write bespoke letters to resolve customer complaint, fairly and effectively.
  • Confidence and ability to converse with management at all levels.
  • Ability to converse clearly, good diction, and good standard of spoken English.
  • Good standard of written English, including spelling and grammar. Ability to write clear, concise business letters.
  • Ability to gather data logically while paying attention to detail. A methodical, diligent and robust approach displayed to ensure that all data is gathered and cases are dealt with appropriately.
  • Analytical, logical and sensible approach to problem solving.
  • Displays ability to work as part of a team - flexible and willing to pitch in to help others.
  • Understands the brand values, and the importance of protecting the brand and doing the right thing by the customer.

Working Hours: 

Mon - Fri 09:00 - 17:00

Blue Arrow
08/04/2019 09:00:00
GBP 20000 20000