Customer Service Advisor
2 weeks ago
Job Title:
- Customer Service Advisor- Contract Type:
- Contract- Location:
- Farnborough- Industry:
- Administration and Office Support- Reference:
- Vibe_1711113997- Contact Name:
- Dawn Halford-
- Job Published:
- 22 March 2024 Job Description
**Customer Service Advisor**
Seeking contracting work in the Automotive Manufacturing Industry? Looking to be a part of a well-established company and brand? We are looking for a** Customer Service Advisor **to join our prestigious clients on a long term contact basis.
The **Customer Service Advisor** is responsible for accurately assessing, logging, and allocating all incoming complaints in-line with associated measures and reporting.
Manage a portfolio of business product/service-related complaints in line with associated SLAs and regulatory timescales. Provide support to wider Escalations team with implementation of corrective measures and process reporting. Ensure adherence to the FCA DISP rules in own workload and through monitoring the team's cases.
Duties include but are not limited to
- Maintain excellent standards of call handling with internal and external customers.
- Investigate product/service-related complaints received from customers
- .Use financial information from the accounting system alongside information provided by the customer, determine the financial/material impact the complaint has caused to the customer
- Confidently handle difficult conversations with customers of different backgrounds
- Assess and assign incoming complaints to Escalation Executives
- Provide ad-hoc support to with business and team complaints reporting and analysis
- Ensure adherence to business KPIs and FCA DISP Complaint Handling Time Limits
Frequent communication with key functions such as Compliance, Legal and Finance is required to ensure that remedial measures are fair/appropriate, legally sound and financially correct.
What you will need
Educated to GCSE level (or equivalent) - must include English and Maths.
Experience working in a complaint handling role
Experience working in a Financial Services or Regulated environment desirable
Able to evidence excellent written/verbal communication skills
Able to evidence ability to manage conflict
Experience/knowledge of FCA regulation desirable
Experience/knowledge of Lean Six Sigma principles desirable
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