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Pensions Technology Specialist

2 months ago

Bracknell Berkshire, United Kingdom Parkside Recruitment Full time

Our international client requires an experienced Customer Relations Specialist to join their team for a minimum period of 6 months
The role is responsible for managing and resolving difficult customer situations once escalated from the Level 2 team.

Key skills are showing empathy and understanding of the customer situation, and identifying solutions that maintain the customer's confidence in the brand whilst balancing the commercials.

You will also manage all customer communication for all product Level 3 complaints.
The ideal candidate will have excellent problem-solving skills which facilitate key decision-making on behalf of the department and be great at building relationships with customers, all internal departments, and key stakeholders. In addition, you will be the link for the Customer department, and the area field teams.

Represent Client values and customer experience to every customer by resolving complex Level 3 complaints in a timely, positive way.
Have excellent communication skills across all channels of customer contact: outbound phone calls, email, letters, and exceptional times face-to-face meetings.
Gather all necessary information from the customer and internal departments to make commercial, customer-friendly decisions to drive retention.
Deal with high-level cases including working with our legal department and Service Quality division to comply with all procedures.
Proactively identify any process gaps within the team and create relevant countermeasures to ensure they are streamlined and add value to our customer experience.
Utilize the goodwill budget in a consistent, sensible way to help our customers when there is clear justification.
Take ownership of escalated, high-cost contacts from the network to ensure all process is adhered to and in a timely resolution.
Able to work independently to make sound business decisions with customers to drive retention and protect the brand.
Take responsibility for all requests from the Data Protection Manager on all Subject Action Requests or Data Breaches, ensuring completed within the necessary timeframes.
Flexible and adaptable approach to work, balancing priorities and working to tight deadlines.
Excellent interpersonal, communication, and relationship-building skills with the confidence to communicate with customers, external partners, and peers articulately.
Previous complaint management experience in a Customer environment.
Previous FCA customer experience