Financial Advocate

3 weeks ago


West Bromwich West Midlands, United Kingdom West Brom Full time

Senior Customer Advocate
Hours:Full time - 35 hours
Contract: Permanent
Location: Hybrid Working (Head Office, West Bromwich)
The West Brom are looking to recruit aSenior Customer Advocate on a permanent basis.The individual will be responsible for supporting the Customer Advocacy team to review and respond the customer complaints efficiently, in line with complaint handling procedures and regulatory guidelines. The will look after the day to day running of the team as well as handling complex complaints, complaints for the attention of the Chief Executive and preparing casefiles for the Financial Ombudsman service.
The successul individual will be passionate about providing excellent customer service and will support the wider business to ensure complaints are handled fairly.

Producing a daily report for key stakeholders summarising complaints registered the previous day.
Reviewing complaints which have been resolved around the wider business and sending the relevant correspondence to our customers.
Reviewing, organising and allocating complaints and related correspondence / requests received into Customer Advocacy from customers and third parties.
Preparing Financial Ombudsman Service casefiles and preparing follow up correspondence
Managing complaints received for the attention of the Society’s Chief Executive / Chairman.
Analysing monthly feedback received from the Complaint Survey.
To deputisefor the Complaints Team Manager if and when required.
Previous experience in frontline customer service experience with an understanding of customer complaints and their management.
Focus and determination in resolving complaints and disputes and identifying root causes to drive the constant improvement in delivery of customer service excellence.
Knowledge of relevant regulation and of the Society’s policies and procedures.
Ability to communicate effectively verbally and in writing.
We wholeheartedly believe that our people are our greatest asset, that’s why in addition to your salary you will be rewarded with a wide range of other benefits:
Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
Pension scheme where we will augment your contribution by 0.Social club membership – dozens of discounts available for a wide variety of family days out and events
Performance related pay scheme
Corporate health plan with the option to include family members
Discounted travel cards
Life assurance provided by the Society at 4 times your salary
When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We operate flexible/hybrid working at our Head Office, our Recruitment team will be happy to share further details of this with you if you are interested in applying for a role.
When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.
The West Brom are a Disability Leader employer and encourage disabled applicants and applicants from diverse backgrounds to apply. Head Office: 2 Providence Place West Bromwich B70 8AF. The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. the West Brom’ is a trading name of West Bromwich Building Society.
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