Customer Complaints Advisor
Respond to customer complaints in an efficient and professional way. By means of investigation and review, ensure that the outcome of any issues is fair and reflects our service expectations whilst balancing operational and commercial reality against the expectations of the customer.
Thirty-five hours per week, Monday to Friday 08.00 - 18.00. These hours may vary in line with business needs
" Log all written and verbal quality issues on to the Respond system and to provide written acknowledgements or immediate responses where applicable
" Ensure that relevant information is requested at the point of logging, and that this is monitored, to enable a complete investigation once the issue is allocated.
" Manage the investigation and resolution of issues that can be resolved within 5 days, in a timely, impartial and diplomatic way by telephone and in writing.
" Effectively analyse information to ensure accurate decisions are reached.
" Manage the timely resolution and effective management of issues by use of Respond Tasks and the Respond Diary System.
" Handle calls directed to the generic Customer Support telephone number or via the internal hunt group.
" Accurately assess the severity of issues and decide on the most appropriate level of goodwill where relevant
" Liaise with external clients, suppliers and end users, as required.
" Escalate issues, where appropriate, to the Customer Support Team Manager with recommendations of action to be taken
" Liaise with Regional, Operational and Technical Managers, as required.
" Utilise available information and business guidelines to assist in an accurate and appropriate decision making process.
" Communicate effectively with colleagues, sharing information and knowledge, to facilitate best practice and effective working relationships
" Respond to all complaints efficiently and professionally in accordance with AGA SLAs, and FSA regulation where applicable, ensuring our customers are treated fairly at all times
" Maintain accurate and up to date records on the Respond system.
" Provide the Financial Ombudsman Service with initial case summaries, as requested.
" Comply with company/departmental deadlines and targets.
" Assist with the duties of the Senior Customer Support Advisors where required
" Carry out any additional duties / ad hoc projects as requested by the Customer Support Manager/Team Manager
Evidence of essential experience within the following areas:
" Good standard of general education; English and Maths A-C GCSE or equivalent
" A proven track record of delivering high standards of customer care in a similar role
" Experience of dealing with high level customer complaints
" Excellent letter writing skills, telephone manner and attention to detail
" Organised with strong administration skills with the ability
" Ability to work under pressure and meet strict timescales
" PC literate and well versed in using MS Office packages, such as Word
" Ability to problem solve autonomously or as part of a team
" Self-motivated and flexible, with the ability to adapt to changing requirements
The following attributes are desirable:
" A' Levels or equivalent
" Insurance/Motor background experience
" Dealing with customer complaints
" Working knowledge of the FCA