Specialist Services Administrator

2 weeks ago


London, Greater London, United Kingdom Randstad UK Full time £28

Job Title: Customer Service Specialist

Location: London
Contract length: 00 per hour (PAYE and Umbrella available)


Welcome to the job listing for the role of Customer Service Specialist at a government-owned Economic Development Bank. This bank works closely with the finance sector and entrepreneurs to improve finance markets, helping businesses in the UK to not just survive, but thrive and grow.

The Customer Service Specialist will be an integral part of the SUL Customer Relations Team, reporting to the Senior Customer Experience Manager. The main goal of this position is to ensure timely and effective handling of customer complaints in alignment with the Complaints Handling Policy.

This role involves acting as a customer ambassador, proficient in identifying and escalating issues and risks within the company. Additionally, the Specialist will contribute to reporting trends related to customer satisfaction, Delivery Partner complaints management, and overall service issues associated with the SUL programme.

Working closely with the Complaints Manager and other Customer Relations Manager, the Customer Service Specialist will manage complaints received across the entire bank, collaborating to ensure efficient workload management among the team.

Key responsibilities include providing reporting to other teams, overseeing root cause analysis on customer complaints, and driving continuous improvement in the SUL customer journey. The Specialist will also collaborate with Business Relationship Management to ensure compliance with FCA requirements and deliver presentations across various forums.

The ideal candidate should have a proven track record of success in financial services or social enterprise, possess knowledge of customer service best practices, demonstrate a strong client focus, and excel in understanding and delivering high standards of client service in a commercial context.

Additionally, the candidate must be organized, disciplined, and detail-oriented, ensuring meticulous follow-through and accountability for timely delivery.



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