Senior Customer Service Executive

This is an exciting opportunity to join a fast moving and expanding company

The job holder will be responsible for management of the complaints received into the team. You will need to work independently, with ownership to understand, investigate and communicate with the customer directly.

The role bears responsibility for the interpretation of the complaint, investigation of and feed back to the areas affected, and bring a satisfactory resolution that maintains the reputation of the business and its partners. The role also has a responsibility linked into the reporting of complaints within the Financial Conduct Authority guidelines and maintain adherence to the Compliance Policies of the company.

In conducting your role you will be responsible for delivery and adherence to the principles, disciplines and controls that will ensure that the company’s high standards of service remain at the heart of their business.

The role breaks into a number of areas, including the following:

Customer Liaison

Contacting customers with high level complaints to establish all relevant information pertaining to the complaint

Maintain regular contact with customers via correspondence or telephone to update them on proceedings

Promote a positive company image to customers despite often adverse circumstances

Complaint Investigation & Resolution

Investigate details of complaints using internal contacts and 3rd parties where necessary

Identify solutions to resolve complaints within bounds of company policies and procedures, ensuring adherence to FCA guidelines

Authorise compensation payments within set limits

Aware of Financial Ombudsman Guidelines and rules

A good working knowledge of Complaints Handling within the Financial Sector: i.e. timeframes for one stage resolution.

Relationship Building

Build and maintain relationships with call centre departments, Ops & IT to ensure awareness of potential issues and policies/procedures currently in place

Extensive experience within a Customer Complaints handling role which involves communicating in writing

Ability to manage a complaint from receipt to case resolution completing necessary thorough investigation

Ability to work unassisted

Ability to use empathy and empowerment in making decisions towards case resolution.

Identify trends and consider resolutions from root cause analysis

Ability to present feedback to departments and also receive feedback on own work

Letter writing skills at a high level

Computer literate in MS Word / Excel / Windows
Preferred Experience

of using a Complaint Management System to load written complaints.
Knowledge of the Financial Industry.
If this is the role for you, please apply today.