Customer Resolution Specialist

1 week ago

London, Greater London, United Kingdom Equiniti Full time

Job Title: Customer Resolution Agent

Business Function / Department: Compliance / Complaints

Reporting to (Job Title): Complaints Manager

We are committed to delivering exceptional customer service and resolving complaints in a timely and efficient manner. Our team is passionate about providing a positive experience for our clients, and we are seeking a skilled Customer Resolution Agent to join our team.

We service a range of clients in the UK, Europe and the United States, providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes. As a Customer Resolution Agent, you will be responsible for investigating and resolving customer complaints, working closely with operational areas and third parties to ensure effective resolution.

Key Responsibilities:

  • Investigate and resolve customer complaints received via multiple channels;
  • Liaise with operational areas and third parties to enable the resolution of customer concerns;
  • Work constructively with colleagues to improve processes and working methods;
  • Maintain an appropriate level of technical knowledge and process knowledge in order to respond to complaints and queries efficiently;
  • Maintain accurate central data base log of all complaint activity and accurately update the complaint management system;
  • Carry out detailed investigation to establish the root cause of the complaint and ensure that any breaches are identified and highlighted to the business area responsible for reporting;
  • Meet individual customer needs and liaise with them via their preferred method (telephone, e-mail, letter) to regularly update them on their complaint progress, resolving their complaint effectively and efficiently whilst reaching a fair outcome and adhering to TCF;
  • Working within strict procedural and regulatory guidelines.

Requirements:

  • A minimum of 2 years experience, working within a FCA regulated complaints environment;
  • Deep understanding of the regulators including ICO, FCA, OfCom;
  • Experience in communicating effectively;
  • Must be confident, flexible, independent and self-motivated;
  • Presentable and articulate with the ability to interact with people at all levels;
  • A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessary;
  • Able to overcome objections and conflicts, proposing suitable methods of rectification;
  • Dependable and trustworthy;
  • Adept at building strong relationships, with the ability to ingrate into an existing team;
  • Detail orientated with the ability to work methodically;
  • Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment;
  • Able to work proactively under your own initiative;
  • Adept at solving problems and possess strong analytical skills.

What We Offer:

  • Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
  • All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
  • Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
  • Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
  • Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
  • Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.

Our Diversity Statement

We prioritise a healthy work-life balance and embrace diversity to fuel innovation and creativity. We encourage flexible working arrangements and welcome individuals from all backgrounds to join our team.

Please note:

Any offer of employment is subject to satisfactory pre-employment screening checks. These checks consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

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