Customer Relations Officer

4 weeks ago

Skipton, United Kingdom Computershare Full time

**Customer Relations Officer **(Complaint Officer) - Remote working (UK wide) or office based in Skipton BD23 if preferred

**We give you a world of potential**

We have an exciting opportunity within our Customer Relations Team. If you’re passionate about supporting customers, confident in investigating complex cases with a passion to achieve fair and consistent outcomes for customers, this could be the role for you.

This opportunity is for an experienced and knowledgeable individual in a business area which offers a varied workload, development opportunity through Career Pathways and team leader support. If you’re a meticulous person and like to get stuck into the detail, investigating and being a problem solver, this may be the role for you.

**A role you will love**

In CLS we deal with mortgage related complaints for different clients with varying complexities, offering variety and plenty of opportunity to learn more and develop skills.

We are looking for a Complaint Officer to join our friendly, professional team and help us have a direct impact with our customers. Here’s an overview of the role:
**Complaint Officer** - Within this role, you will investigate and resolve customer’s mortgage complaints. The complexity of these complaints will be classed as low to medium, and for multiple clients. You will need experience of dealing with mortgage related complaints or complaint handling within financial services. You will have training support throughout your contract and start to progress from low to medium complexity complaints, increasing your client coverage.

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

The roles specifically navigate around mortgage related complaints, so we are looking for an individual with a financial background, preferably within mortgages. Someone who has worked in the financial sector, held a complaint handling role, or expertise in mortgages.

Here are some of the essential skills required:

- Strong complaint handling background in a financial setting
- Excellent interpersonal skills including influencing and negotiating
- Exceptional letter writing ability
- Ability to acquire company and product knowledge quickly, learning processes and understanding our policies.
- Good level of regulatory awareness, particularly DISP and complaint handling.
- Excellent stakeholder management skills and the ability to present complex complaints in a structured and considered manner.
- Good organisational skills to fully own and be accountable for management of caseload in line with regulatory timescales.
- Good numeracy skills to understand and perform complex financial transactions.
- Demonstrate resilience in times of scrutiny, change and pressure.

This is a fantastic opportunity to join a professional and established team with the prospect to develop and benefit from the support of a close-knit customer care team.

The hours are Monday to Friday, working core hours which are generally 9.00am-5.00pm (offering 37.5 or 40 hours per week)

**A company to be proud of**

Computershare (ASX:CPU) is a world leader in financial administration with over 14,000 employees across 21 different countries delivering expertise to over 40,000 clients.

At Computershare, it is more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of the world of opportunities we have available. With infinite possibilities, we could take you anywhere.

Sustainability and giving back are a big part of our story. In 2021, we achieved carbon neutrality and we are now setting ourselves the ambitious global target to become NetZero before 2050.

**A diverse and inclusive place to work**

We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

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