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Regulatory & Complaints Call Agent

2 months ago

Newcastle upon Tyne, United Kingdom Randstad Technologies Recruitment Full time
Regulatory Advisor / Complaints Handler
Our UK banking client requires a regulatory/complaints call handler to join its busy customer focused call centre environment.
This role is internally focused as you will be listening to customer calls to to ensure the calls meet re regulatory standards as well as following up on Customer complaints ad
Key Duties
This role involves monitoring customer calls taken by colleagues and assessing them against agreed criteria as well as investigating and resolving customer complaints.
Strong written and verbal communication skills are essential, both in terms of corresponding directly with customers where concerns are raised or in detailing the outcome of a colleague's monitored call.
A Team Player who enjoys collaborating with team mates to deliver that outstanding customer service together, and working together to identify continuous improvement ideas.
And through all this achieve core Key Performance Indicators.Essential Skills/Experience
Sociable, helpful and eager to provide excellent service to customers.
An excellent eye for detail, ensuring customer interactions meet our client and regulatory obligations.
Keen to take responsibility for managing customer information in line with GDPR.
Experience of working with computer systems, specifically Microsoft Excel.
Having knowledge and experience of Financial Conduct Authority (FCA) regulation in complaint handling
Strong written and verbal communication skills are essential
A Team Player
Used to achieving Key Performance Indicators.Desirable Skills/Experience
Dispute Resolution rules and Customer Outcome Testing is highly desirable.
If not, then experience in other regulated environments would also be useful. The role is initially office based with some WFH offered after 6 months.
I have interview slots ready to be filled so get in touch ASAP as my client is looking to move quickly
Randstad Technologies is acting as an Employment Business in relation to this vacancy