Job Specification

Position: Customer Complaints Advisor

Location: Chester

Hours: 37.5 Hours Monday - Friday between 9.00am-5.00pm

Contract: Permanent

Salary: Up to £30,000 PA DOE

HRGO are looking to recruit Complaints Advisors to join a fast-paced and energetic office with an immediate start. You will be required to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible whilst providing exceptional Customer Service. This is a fantastic role to work within a great team and an ever-growing business.

Responsibilities

• Handle inbound and outbound telephone calls into the complaints team. This will include calls from customers as well as regulatory bodies including the Financial Ombudsman Service.
• Manage individual workload of complaints ensuring work is completed, responding to complaints within the internal service level and within regulatory timescales.

• Ensure new complaints are recorded accurately on the relevant systems, including contact information and necessary actions.

• Make correct, informed decisions about whether a complaint is justified or unjustified and what action should be taken, taking a commercial view where necessary.
• Ensure any offer of settlement or redress is fully supported with documentary evidence.

• Ensure all correspondence and telephone contact is clear, concise, and accurate.
• Treat customers with respect, showing empathy and understanding. Always adhere to the principles of 'Treating Customers Fairly'.
• Assist with the preparation and production of Management Information relating to complaint handling.
• Demonstrate ability to identify Vulnerable Customers and deal with them appropriately.
• Root Cause analysis should be reviewed regularly to ensure our processes do not create any barriers along the customer journey.

Skills/Experience

• Fully computer literate.
• Ability to address multiple demands without losing focus.
• Analytical and logical approach.
• Excellent telephony and communication skills.
• Working under pressure, often to tight deadlines and excellent problem-solving skills.
• To work on own initiative, possess personal drive and self-motivation.
• Knowledge of common vehicle issues and hire purchase agreements.

Due to the nature of the business all applicants will be DBS and Credit Checked as part of the selection process.

Should this be of interest please call Nicola at HR GO recruitment for more information on 0151 347 1110 or email nicola.evans@hrgo.co.uk