Customer Service Executive (Complaints) - Leeds

Job Ref: JO-2206-32516_1655467930
Sector: Office
Job Type: Permanent
Date Added: 17 June 2022
  • Leeds, West Yorkshire LS1 4SP Leeds West Yorkshire Midlands LS1 4SP
  • Blue Arrow
Blue Arrow


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Blue Arrow is proud to be working in partnership with a leading legal and professional service client, who due to expansion are looking to recruit for a Customer Service Executive (Complaints) to join their team on a full-time basis based in Leeds City Centre.
About The Role
To manage all incoming complaints, assessing each complaint or claim against our Service Level Agreements (SLAs), protocols etc and to determine an appropriate cause of action/response.
Under the day-to-day supervision of the Customer Service Supervisor and Customer Service Manager, the job purpose is to provide a sensitive and responsive complaint service which ensures the firm meets its obligations to regulatory bodies, referrer clients and borrowers.
The post holder will actively promote best practice and a culture of delivering a first-class service by investigating all complaints from start to finish, taking all areas of dissatisfaction into consideration, before making an informed decision to ensure the best outcome for the client and the business.
Hours: Mon-Fri - 37.5 hours per week (08:30 -17:00 or 09:00 -17:30)
Salary: £18,525 - £25,000
Duties will include:
The tasks and duties listed below are intended to describe the general nature and responsibilities of this role. They are not intended to be exhaustive list and the post holder is expected to undertake any reasonable request made from a partner, manager, team leader or other appropriate manager.

  • Along with the complaints team, to be a central point of contact for all complaints that are made in Integrar, logging, investigating evaluating and managing each one to ensure that the firm handles all complaints (both written and verbal) in a systematic, fair and transparent way
  • To evaluate each complaint and determine an appropriate course of action and where appropriate, redress. This will typically involve reviewing and assessing the file, comparing notes etc against our SLAs and our panel instructions in order to understand the merit of each complaint and where necessary mitigate against it
  • To co-ordinate, lead and manage all complaints in accordance with Integrar Complaints Handling Policy, moving through the appropriate stages of the complaints procedures, working with managers and colleagues so that complaints are resolved at the earliest stage and where appropriate, advising Team Leaders and Managers on appropriate forms of redress where complaints are upheld.
  • To ensure that systems in place are adhered to in order to process complaints and ensure these are resolved in a timely, fair and transparent manner
  • Where appropriate, to deliver training and feedback and ensure colleagues are aware of the Integrar Complaints Handling Policy and other associated complaint procedures and that they follow the guidelines and procedures accordingly
  • To ensure that all data and spreadsheets are kept up to date to provide all up to date information as requested by the Team Leader or Manager as may be required in order to complete Client MI
  • To track all responses and to provide an analysis of data, feedback, and identifying any trends or learning opportunities from complaints to improve future practice
  • To identify any system issues or suggest any system changes that may be required following analysis of a complaint
  • Report to the Customer Service Manager or Team Leaders/other Managers any issues when identifying complaints which may have a detrimental impact on the firm's insurance policy and any potential SRA breaches
  • Ensure call systems are correctly logged into each morning and all policies in respect of calls and call-notes are adhered to
  • Liaise and work with all other colleagues within the Customer Services Team and the Remortgage Active Teams as and when requested

About you:

  • This is a fast-paced role, therefore experience in a previously fast-paced office environment is required, experience in a call centre would be desirable.
  • Excellent verbal and written communication skills
  • Strong commitment to client care and to delivering a first-class service
  • Previous experience and knowledge working in a customer service role
  • Ability to keep calm and work under pressure
  • Proven IT skills, in particular experience in working with Case Management Systems
  • Ability to work in a demanding environment, working to strict deadlines and within Service Level Agreements and other targets.
  • A meticulous and professional approach to work, ensuring that set processes and procedures etc are followed
  • A flexible and adaptable approach
  • Knowledge of the legal re-mortgage process
  • Experience of working within a volume environment
  • Knowledge or experience in conveyancing or specifically the re-mortgage process, from either a lender or panel solicitor perspective

The Commute
Our client is based in Leeds City Centre, so if you have access to your own car and live in surrounding areas, great! This site is also easily commutable via public transport - bus stops and train station are a 5-minute walk from the site. Please note there in no on-site parking available, but ample city centre car parks nearby.
Why should you apply?

  • Working from home on Fridays is an option after initial probation is complete.
  • 23 days holiday (plus bank holidays) rising to 25 days after 5 years' service
  • Standard auto enrolment pension - 3%
  • 2* death in service
  • Access to group private medical scheme which provides discount
  • Eye test vouchers for Specsavers
  • Christmas party plus an annual conference
  • A very sociable team and have that great culture across the board.

The Next Stage
If you are interested in the above role and feel you can meet the above requirements - we would love to hear from you as soon as possible. We please ask all applications are made via the click apply button, and we will aim to process your application as quickly and as efficiently as possible.

18/07/2022 12:12:10
GBP 18525.00 18525.00

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