Customer Relations Executive £

5 days ago

Poole, United Kingdom Real Recruitment Solutions Full time

**SALARY £25,000pa - £26,000pa**
- 22 days holiday per annum rising with length of service after five years
- Extra day off for your birthday if you have a satisfactory absence rate
- Death in service x 4 salary
- Long term sickness cover
- Eye care vouchers
- Discount site for restaurants, cinema, retailers etc

**POOLE HYBRID ROLE 2 DAYS IN THE OFFICE (TUESDAY AND WEDNESDAY)**

Our client based in Poole is recruiting a Customer Relations Executive to join their team.

As a Customer Relations Executive based in Poole you’ll be an essential member of the team dealing with front line complaint cases, communicating confidently and effectively over the phone, sometimes in challenging circumstances and always in a friendly, empathetic, and professional way. You’ll play a key role within the department and will provide a supportive network to the business, helping to learn from customer feedback and adopt best working practices to help the business run smoothly.

**RESPONSIBILITIES**

**Complaints Handling**
- Working closely with the compliance team and handling complaints in line with company policy and FCA guidelines
- Using your own initiative to solve problems
- Making calls to customers at different stages of the complaint investigation and signposting them through the process
- Liaising with internal departments to gather information and identify opportunities for continuous improvement
- Ensuring complaints are recorded accurately, investigated, and resolved within regulatory timescales
- Ensure all new complaints, both verbal and written are logged and tracked correctly.
- Taking a lead role in effectively and efficiently handling cases relating to the ombudsman and other governing bodies as applicable
- Complaints reporting to senior leaders
- Maintain control of workload through actively monitoring and updating applicable systems (including CRM) and maintaining internal/external client contact
- Provide written responses within designated SLAs
- Assist with any classified breach that contradicts our compliance procedures
- **Regulatory Compliance**
- Work with Compliance Manager to ensure that systems and controls in place to meet regulatory expectations
- Advise and support line managers and provide guidance on regulatory matters as appropriate

**Administration**
- Undertake general administration and compliance/complaints related reports
- Assist Compliance Manager with FCA returns and insurer audits as appropriate

Do you have excellent Customer Service skills and complaints handling skills? If so then this position as Customer Relations Executive would be ideal for you. It is working in a friendly and progressive environment with lovely offices based in Poole.

Real Recruitment Solutions is committed to a policy of equal opportunities across all areas of our business and at all stages in the selection process. Acting in accordance with the Equality Act 2010 and guidelines given by the REC, we treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital status, age, disability, race, ethnic or national origin, religion, political beliefs or membership or non-membership of a Trade Union.

Real Recruitment Solutions place an obligation upon all staff to respect and act in accordance with this policy and consistently review regulations as laid out by the REC to ensure our policy is updated and relevant across all aspects of recruitment in order to avoid unlawful or undesirable discrimination.

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