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Customer Relations Executive
2 months ago
About the Role
We are seeking a highly skilled Customer Relations Executive to join our team at DAS, where you will play a critical 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.
Key responsibilities will include:
- Managing complaints through a compliant complaint handling solution and framework
- Noting and reporting findings and corrective actions through the appropriate channels
- Ensuring that customer interaction is respectful and delivered on an individual basis
- Inspiring trust in relationships within DAS, external partners, and solicitors to facilitate the resolution of complaints
- Providing good communication skills and contributing to the company's engagement with the Ombudsman Service and other relevant complaint dispute resolution services
About You
We are looking for a highly motivated and experienced individual who has a strong understanding of complaint handling processes and procedures. The ideal candidate will have:
- 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 and experience include:
- CII qualifications
- Experience of working with the Financial Ombudsman Service or Legal Ombudsman Service
