Customer Experience Analyst

2 weeks ago

Farnborough, United Kingdom Index Recruitment Ltd Full time

Our client is see an experienced Customer Experience Anlyst to join the team. This is initially a 3 month assignment with a view to being extended

The Escalations 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 SLAsand 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. Suggest potential processimprovements/adjustments accordingly to Escalations Manager or Business Process Owner.

Escalations Advisor
- accountable for:
Actively advocate for effective complaint handling in AL-UK. Maintain own awareness of the complaint handling process and associated regulatory requirements. Provide consultative support to internal colleagues to improve wider business awareness of the complainthandling process.

Assess and assign incoming complaints to Escalation Executives in consideration of their key strengths and capacity (current workload).

Determine the correct handling rules based on regulatory requirements and internal process guidance and ensure that the complaint is accurately logged within the complaint system in accordance with the required workflow (i.e. regulatory, non-regulatory,FOS/BVRLA escalated complaints, Management Committee complaints)

Maintain excellent standards of call handling with internal and external customers - demonstrating ownership and responsibility of customer complaints whilst communicating in an inquisitive, empathetic and positive tone.

Confidently handle difficult conversations with customers who may be considered as vulnerable in line with FCA regulatory requirements. Be able to identify vulnerability indicators such as mental capacity, ill health, financial distress, redundancy and adaptcommunication style/tone and your own actions accordingly.

Confidently handle conflict during conversations with customers who may be irate or distressed. Demonstrate an ability to remain calm and pragmatic whilst adapting to the customer’s needs.

Impartially investigate product/service related complaints received from customers. Using financial information from the accounting system alongside information provided by the customer, determine the financial/material impact the complaint has caused tothe customer. Decide and implement suitable corrective measures to customer complaints including payment of goodwill or redress, ensuring adherence to FCA TCF rules and consideration of business/commercial viability and guidelines.

Index Recruitment Ltd is acting as an Employment Business in relation to this vacancy.

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