Customer Relations Case Specialist
3 weeks ago
**Job Title: Customer Relations Case Specialist**
**Salary: £28 - 30,000**
**Location: Chatham**
Great opportunity to develop your career in Customer Relations with this well-respected Financial Services organisation, based in Medway.
**Duties include**:
- Handling all formal complaints within a specified business area, following the established complaint handling process, including managing team mailbox on a rota basis.
- Ensuring initial complaint acknowledgements are sent within set time limits.
- Responsibility for managing and resolving allocated cases within agreed authority, including thorough investigation of complaints by collating information from relevant documentation and departments.
- Recommending fair, impartial outcomes for complaints, with regard to business policies, regulations, and guidance.
- Contributing to wider analysis of root causes of complaints and potential adjustments to practice and policy to reduce these.
- Maintaining timely, accurate documentation on internal systems to set Quality Assurance standards and expectations.
- Maintaining knowledge and understanding of legal requirements, industry regulations, and business policies, particularly Risk Management and Data Governance.
- Solid experience within a complex complaints handling role, ideally in a Financial Services environment.
- Fantastic written and verbal communication skills, with great customer engagement and de-escalation skills.
- Excellent attention to detail and a drive for investigation and analysis.
- Strong time management and prioritisation of a busy case load.
- Confident IT skills, particularly with use of the MS Office suite.
- Enthusiasm to work autonomously, as part of a positive and proactive team.
- This role is being handled by Christina Pithouse, Business Support Consultant for Pearson Whiffin Recruitment._
Not quite the right role but still looking?
- By working with us, you will be helping support charities across Kent; we have raised over £50,000 so far_
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