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Complaints Handler
3 months ago
Our customer, based in Newcastle is seeking Customer Service Regulatory Agents with a Quality Assurance and Complaints handling background for a 6 month period working in their Newcastle contact centre servicing a well known high street bank.
The role has the potential for permanent employment at the end of the initial 6 month term.
- Do you have a passion for helping make things simple and easy for customers?
- Do you enjoy getting your teeth into supporting with more complex requests that may need teamwork with colleagues from other areas?
- Do you get satisfaction from knowing you’ve helped achieve the right outcome for a customer, and even better getting it right first time?
- Do you like to work in a fast paced, ever-changing environment that includes working to strict deadlines?
The role will require excellent eye for detail, ensuring customer interactions meet client and regulatory obligations. The role involves monitoring customer calls taken by colleagues and assessing them against agreed criteria as well as investigating and resolving customer complaints.
About you:
You will have experience of working with computer systems, specifically Microsoft Excel.
You will have good knowledge and experience of Financial Conduct Authority (FCA) regulation in complaint handling, particularly Dispute Resolution rules and Customer Outcome Testing is highly desirable. If not, then experience in other regulated environments would also be useful.
You will have 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.
If you have a real passion for customer service and driving resolution and improvement, we would love to hear from you.
