Senior Customer Advocate

6 months ago

West Bromwich, United Kingdom West Brom Full time

**Senior Customer Advocate**

**Salary: £30,000 per annum**

**Hours: Full time - 35 hours**

**Contract: Permanent**

**Location: Hybrid Working (Head Office, West Bromwich)**

The West Brom are looking to recruit a Senior Customer Advocate on a permanent basis. The individual will be responsible for supporting the Customer Advocacy team to review and respond the customer complaints efficiently, in line with complaint handling procedures and regulatory guidelines. The will look after the day to day running of the team as well as handling complex complaints, complaints for the attention of the Chief Executive and preparing casefiles for the Financial Ombudsman service.

The successul individual will be passionate about providing excellent customer service and will support the wider business to ensure complaints are handled fairly.

**Key Responsibilities**:

- Producing a daily report for key stakeholders summarising complaints registered the previous day.
- Reviewing complaints which have been resolved around the wider business and sending the relevant correspondence to our customers.
- Reviewing, organising and allocating complaints and related correspondence / requests received into Customer Advocacy from customers and third parties.
- Preparing Financial Ombudsman Service casefiles and preparing follow up correspondence
- Managing complaints received for the attention of the Societys Chief Executive / Chairman.
- To assist, support and drive colleagues to deliver fair outcomes.
- Analysing monthly feedback received from the Complaint Survey.
- To deputise for the Complaints Team Manager if and when required.

**Skills and Experience Required**:

- Previous experience in frontline customer service experience with an understanding of customer complaints and their management.
- Focus and determination in resolving complaints and disputes and identifying root causes to drive the constant improvement in delivery of customer service excellence.
- Experienced in dealing with situations of conflict and change.
- Knowledge of relevant regulation and of the Societys policies and procedures.
- Ability to communicate effectively verbally and in writing.
- High standard of personal motivation and initiative.
- Ability to produce accurate reports focussed on themes, best practice and development needs.

**What's in it for you?**

We wholeheartedly believe that our people are our greatest asset, thats why in addition to your salary you will be rewarded with a wide range of other benefits:

- Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
- Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)
- Social club membership dozens of discounts available for a wide variety of family days out and events
- Performance related pay scheme
- Corporate health plan with the option to include family members
- Discounted travel cards
- Life assurance provided by the Society at 4 times your salary

**Why choose the West Brom?**

**At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Broms biggest asset that doesnt mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.**

**Do it today and click apply**
*

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