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Customer Relations Specialist

2 months ago

Milton Keynes, Milton Keynes, United Kingdom Hays Specialist Recruitment Limited Full time
About the Role

We are seeking a highly skilled Customer Relations Specialist to join our team at Hays Specialist Recruitment Limited. As a key member of our Complaints Team, you will be responsible for managing the investigation, resolution, and outcome of customer complaints in a fair and timely manner.

Key Responsibilities
  • Investigate and resolve customer complaints in accordance with company policies and procedures.
  • Use sound judgment to ensure fair and appropriate customer outcomes within established limits of authority.
  • Produce high-quality written responses and provide comprehensive updates to stakeholders as required.
  • Evaluate customer circumstances, inconvenience, and distress to achieve an appropriate resolution from a range of options.
  • Manage diagnostic and triage processes to effectively categorize, route, and prioritize cases.
  • Accurately report and log all actions through company systems to support root cause analysis and reporting requirements.
  • Send regulated correspondence to customers within FCA timelines.
Requirements
  • Demonstrate a thorough understanding of relevant legislation, including TCF, FCA, FOS, and vulnerable customer guidance.
  • Excellent oral and written communication skills.
  • Ability to demonstrate systematic thought processes and manage workload effectively.
  • Strong customer focus and experience in complaints handling, preferably in financial services or a related industry.
  • Good attention to detail and high emotional intelligence.
  • Ability to cope under pressure and meet strict deadlines.
What We Offer
  • Opportunity to work with a leading automotive brand.
  • Modern facilities with amenities such as an onsite café and free parking.
  • Contingent workers receive their own laptop.
  • Silent room for prayer or reflection.
  • Long-term career progression opportunities.