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Customer Service Regulatory Agent

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom CBSbutler Full time

About CBSbutler

CBSbutler is a leading provider of customer service solutions, dedicated to delivering exceptional experiences for our clients and their customers.

Job Summary

We are seeking a highly skilled Customer Service Regulatory Agent to join our team in Newcastle. As a key member of our contact centre, you will be responsible for handling customer complaints and ensuring that all interactions meet client and regulatory obligations.

Key Responsibilities

  • Monitor customer calls taken by colleagues and assess them against agreed criteria.
  • Investigate and resolve customer complaints in a timely and professional manner.
  • Work closely with colleagues to ensure that customer interactions meet client and regulatory obligations.
  • Provide excellent written and verbal communication skills to correspond with customers and detail the outcome of monitored calls.

Requirements

  • Experience of working with computer systems, specifically Microsoft Excel.
  • Good knowledge and experience of Financial Conduct Authority (FCA) regulation in complaint handling, particularly Dispute Resolution rules.
  • Customer Outcome Testing is highly desirable, but experience in other regulated environments would also be useful.
  • Strong written and verbal communication skills are essential.

What We Offer

CBSbutler offers a dynamic and fast-paced work environment, with opportunities for professional growth and development. If you have a passion for customer service and driving resolution and improvement, we would love to hear from you.