Description
Resolution Manager, customer complaints, customer service, banking.
My Client is looking for a Customer Service orientated individual, to deal with Non complex and complex customer complaints. You will work closely with a case manager ensuring that the complaint is followed through to completion. Liaising with the customes and various stakeholders within the business as to the progress of the complaint. You will also liaise with varying stakeholders on general feedback from customers so as to help avoid reoccurring problems.
Key responsibilities:
- Ensure all complaints are responded to within regulatory time frames
- Ensure a fair outcome for the customer is achieved and due consideration is given to distress, inconvenience and financial loss.
- Demonstrate excellent communication skills by being clear and professional in all communication with customers and stakeholders.
- To make service, process and product improvement recommendations to the management team with a view to continually improving the customer experience.
- Thoroughly understand and investigate the customer's case, ensuring these are researched to sufficient detail to establish the optimum way forward to ensure resolution of issues for the customer, delivering fair and consistent outcomes that demonstrate treating our customers fairly.
- Identify most appropriate method of response and ensure customer is engaged and kept regularly up to date on progress, arranging any required action to be taken to resolve complaint.
- Respond to any queries/challenges from the customer either by phone or in writing once the outcome has been communicated to them, ensuring that the customer gets a clear and appropriate response
Key Skills:
- In depth knowledge of complaints management system.
- Understanding of supporting systems.
- Excellent understanding of compliance with regulatory requirements and codes of practice relating to complaint handling.
- Excellent interpersonal and communication skills.
- Proven ability to work in an organised and methodical manner.
- Full FPC (Financial Planning Certificate) or equivalent is a must, and actively working towards or having obtained the QCF Level 4 qualification.
- Excellent knowledge of the past and present Life, Pension and Investment product range.
- Broad knowledge of the Retail Banking business.
- Excellent customer service skills.
- Proven experience of working in a complaints handling environment.
If this role is off interest to you please apply now