Complaints Resolution Advisor

2 weeks ago

Salford, United Kingdom Phillips & Cohen Associates Full time

The role of the Complaint Resolution Advisor requires great attention to detail and excellent communication skills both written and verbal. Working in a compliance driven Call Centre environment, you will need to be a self-motivated, articulate communicator, professional, having excellent IT skills.

**The Company**

Phillips & Cohen Associates are the world’s market leader in the highly specialised area of probate debt recovery. Our continued expansion creates significant opportunities for promotion in a variety of roles and our excellent training means that you will have the necessary skills to progress. This is reflected in various awards we have achieved including Investors in People, Treating Customers Fairly, ICM DCA of the year and the Customer Service Excellence award.

**Responsibilities**
- Day to day de-escalation of customer concerns and complaints through inbound and outbound telephone calls and written confirmation of the outcome of the complaint to the customer.
- Reporting the resolution and / or escalation to the compliance team through excel reporting
- Raising trends and similarities in concerns and complaints with key internal and external stakeholders.
- Compiling complaint reports for internal and external stakeholders
- Other complaint related project work as required from time to time
- Providing feedback as required
- Conducting analysis of complaints received
- Assisting the Customer Services Manager with related reports
- Attending client audits to discuss results of complaints and trends
- To support the business with complaint related questions and queries as they arise
- Assisting the Customer Services Manager with reports and any other activities as required

**Other Skills, Knowledge and Abilities**:

- Strong listening and the ability to empathise and understand customer feedback
- Clear and concise written and spoken communication skills
- Flexible and ability to prioritise workload according to challenging deadlines
- Ability to work well under pressure in a highly regulated environment
- Ability to provide and receive constructive feedback
- Ability to engage with stakeholders at all levels
- Analyse information, conduct trend analysis and report findings
- A compassionate and mature approach
- Ability to make confident decisions

**Education and Experience**
- Essential_
- Experience of responding to customer complaints or queries by telephone and in writing within a FCA or other regulated environment
- Experience of analysing data and presenting results in written reports
- Demonstrating the ability to manage your time effectively and prioritise tasks
- GCSE Grade ‘C’ or above in English Language
- Computer literate
- Preferred but not essential:_
- Working in a Complaint department within the Consumer Credit industry or Financial Services industry
- Writing reports to clients and internal stakeholders
- Conducting trend analysis
- Educated to degree level or equivalent

**What's in it for you?**
- Secure reserved car parking space and excellent transport links
- 31 days holidays per year including 8 bank holidays
- Healthcare Scheme*
- Company pension plan*
- Life Assurance*
- Salary Sacrifice Schemes*
- Various discounts and other incentives*
- _Qualifying period applies_

**Working Pattern - 37.5 hours per week based on a shift rota**

Monday - Thursday (Alternating 8am-4pm and 12pm-8pm)

Friday (Alternating 8am-3.30pm and 10am-5.30pm)

Saturday (9am-1pm - working one in four Saturdays)

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