Customer Resolution Specialist

5 months ago


Redditch, United Kingdom Stirling People Solutions Full time

**Customer Resolution Specialist**

**£26,535**

**Location - Redditch (Hybrid)**

**Full time/Permanent - 37.5 hours**

**Contact - Adam Stirling (Stirling People Solutions)**

If you’re an experienced Customer Resolution Specialist looking for a new role with a well established, national business, this could be the one for you.

This financial services group has been operating within the debt recovery industry for over 40 years and has an average yearly growth increase of over 30% per annum

**Role and responsibilities**:

- Investigate formal complaints regarding the service provided by the Company within the prescribed time limits
- Conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints
- Resolve complaints to the satisfaction of the client, customer, third party and/or the Company by determining and instigating the appropriate corrective action
- Respond to each complaint by the most appropriate means, whether this is by letter, e/mail or telephone
- Take individual responsibility for the integrity and accuracy of investigations and responses, ensuring honest and thorough feedback
- Assist in the reporting to departmental managers on a regular basis, ensuring that preventive action is applied in order to prevent similar complaints in the future
- Analyse all complaints on a regular basis to ensure the effectiveness of the complaints procedure and determine any further preventive action and adopt best practice and continued improvement to the customer journey
- Update the complaints tracker, individual case notes/files and client files with details of formal complaints from start to resolution
- Process vehicle and goods removed cases including dealing with third party claims
- Process GDPR related enquiries, Freedom of Information and all Data requests such as but not limited to Subject Access requests within the prescribed time limits.
- Record and process Trace Rectifications with our Trace Partners and raise concerns as deemed necessary
- Assistance with any other duties that are within the scope of the job purpose

**What to do next?**

**Job Types**: Full-time, Permanent

**Salary**: £26,535 per year

**Benefits**:

- Company pension
- On-site parking
- Hybrid

Schedule:

- 8 hour shift
- Monday to Friday

Ability to Commute:

- Redditch (required)

**Benefits**:

- Company pension
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: 1503418



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