Customer Relations Specialist
1 month ago
About the Role
We are seeking a skilled Customer Relations Executive to join our team at DAS, where you will play a crucial role in delivering a responsive complaint handling service to our customers and business partners.
This position offers a unique opportunity to gain a deep understanding of all complaints handling activities conducted within our organization, including noting and reporting findings and corrective actions through the appropriate channels.
As a Customer Relations Executive, you will be responsible for managing a caseload of complaints from our customers, business partners, and solicitors, ensuring that they are handled through a compliant complaint handling solution and framework.
The successful candidate will ensure that we have appropriate governance and escalation for complaints and adequately document information about the complaint throughout its lifecycle to enable the provision of clear and actionable MI to facilitate active complaint governance.
It is essential that customer interaction is respectful and delivered on an individual basis, and that you are able to inspire trust in relationships within DAS, external partners, and solicitors to facilitate the resolution of complaints.
About You
We are particularly interested in hearing from applicants who have an understanding of Legal Service processes, which could suit someone from a Legal Solutions or Legal Advice background.
The following are additional requirements of the role:
- An inquisitorial and problem-solving focus to provide independent and thorough investigations that deliver a fair customer outcome;
- Evidenced complaint handling expertise gained through experience of working within a customer-facing environment;
- An understanding and ability to interpret and apply the FCA complaint handling rules;
- Dedication to providing a great customer experience by being a role model for the DAS Service Excellence framework and demonstrating this in your response to managing complaints;
- The ability to balance quality of output with pace by managing time efficiently.
Desirable qualifications include CII qualifications and experience of working with the Financial Ombudsman Service or Legal Ombudsman Service.
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