Customer Resolution Specilist

7 months ago

Redditch, United Kingdom Bristow and Sutor Group Full time

**Company Description**:
**About Bristow and Sutor**

Leaders in the debt recovery enforcement sector, the Bristow and Sutor Group of companies have been operating for over 40 years' supporting hundreds of local authorities and Transport for London. We have a strong UK team, employing 500 people all over the UK. We are committed to building a culture where everyone has the opportunity to do meaningful work and be both recognised and rewarded for their efforts

**Position**

Due to expansion we are seeking to recruit a new Customer Resolution Specialist to be based from our Redditch Office, Near Birmingham.

**Duties & Responsibilities**

Investigate formal complaints regarding the service provided by the Company within the prescribed time limits

Conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints

Resolve complaints to the satisfaction of the client, customer, third party and/or the Company by determining and instigating the appropriate corrective action

Respond to each complaint by the most appropriate means, whether this is by letter, e/mail or telephone

Take individual responsibility for the integrity and accuracy of investigations and responses, ensuring honest and thorough feedback

Assist in the reporting to departmental managers on a regular basis, ensuring that preventive action is applied in order to prevent similar complaints in the future

Analyse all complaints on a regular basis to ensure the effectiveness of the complaints procedure and determine any further preventive action and adopt best practice and continued improvement to the customer journey

Update the complaints tracker, individual case notes/files and client files with details of formal complaints from start to resolution

Process vehicle and goods removed cases including dealing with third party claims

Process GDPR related enquiries, Freedom of Information and all Data requests such as but not limited to Subject Access requests within the prescribed time limits.

Record and process Trace Rectifications with our Trace Partners and raise concerns as deemed necessary

Assistance with any other duties that are within the scope of the job purpose

**Benefits**

This can be a full or part-time, hybrid role where time will be split between our office in Redditch and working from home

To Start as soon as possible

£26,535 basic annual salary

Company Pension Plan

28 Days Annual Leave (Including Bank Holidays)

Daily Fruit and variety of Hot Drinks available

Break Out Areas

All applicants will undertake DBS / CCJ checks prior to employment.

Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected and built upon, attracts and retains a workforce based on merit and ability and is reflective of the communities it is part of.

**_#INDHP_

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