Customer Relations Officer

4 months ago

Bristol, United Kingdom Computershare Full time

**Location**:Bristol (Hybrid)**

This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

**We give you a world of potential**

If you enjoy daily customer interaction and really want to have a direct impact with our customers, this role will offer you the ability to do just that We want to take complaint handling in a new direction and resolve complaints at first point of contact - speaking with customers directly and having meaningful telephone conversations. We believe this is the way forward and we want you to be the conversation starters.

**A role you will love**

Customer Relations Officers need to be able to forensically investigate complaints in an independent, impartial, and non-judgemental way and to provide a full and detailed explanation/response to complaints. Working on multiple cases at a time they need to be able to manage time effectively and confidently, working independently and as part of the team.

The Customer Relations Officer role is varied, and successful applicants will have the opportunity to work in the numerous areas that the Customer Relations Team currently have responsibility for, such as:

- Complaint Handling (Registry, Plan Managers, CVS, the Deposit Protection Service)
- Financial Ombudsman Service (FOS) adjudications

**Other key responsibilities include**:

- Ensuring complaints are correctly identified, logged and regulatory timescales are observed.
- Ensuring complaint responses are fully investigated including identifying and rectifying errors, ensuring Complaint Handling (DISP) Rules and Treating Customers Fairly (TCF) principles are followed.
- Delivering excellent customer service and focussing on direct customer contact to help resolve complaints at first point of contact.
- To be fully conversant with the business’s regulatory responsibilities

No weekends We’re offering Monday - Friday, 37.5 hours per week, within the core hours **8AM - 5:30PM **(UK time).

**What will you bring to the role?**

We are looking for intuitive colleagues with strong interpersonal skills and operational experience dealing directly with customers. The ability to build good working relationships with immediate colleagues and stakeholders from other business areas is essential, as well as being a motivated, energetic, and enthusiastic team member.

Complaint handling experience and an operational background is key for this role. Effectively building knowledge of Computershare products and processes will enable an effective and productive approach to resolving complaints.

**You’ll also need**:

- Experience of working in a customer and/or quality/complaints focussed role.
- Highly organised with a methodical approach to problem solving.
- Meticulous eye for detail and ability to prioritise effectively.
- Confident, clear in your abilities and with a proven track record of achieving results.
- Ability to deal with stakeholders across business lines, including the complainants themselves.
- Willingness to challenge decisions when necessary.
- Motivated, energetic, and enthusiastic team player.
- Good letter writing and communication skills.
- Customer Service orientated.

**Rewards designed for you**

**Flexible work **to help you find the best balance between work and lifestyle.

**Health and wellbeing **rewards that can be tailored to support you and your family.

**Invest in our business **by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.

**Extra rewards **ranging from recognition awards and team get togethers to helping you invest in your future **.

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