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Milton Keynes, Milton Keynes, United Kingdom Hays Specialist Recruitment Limited Full time{"title": "Customer Service Advisor", "description": "Job SummaryWe are seeking a highly skilled Customer Service Advisor to join our team at Hays Specialist Recruitment Limited. As a key member of our customer operations department, you will be responsible for delivering exceptional service to our clients, ensuring their needs are met and exceeded.Key...
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Customer Relations Specialist
2 months ago
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 play a vital role in managing the investigation, resolution, and outcome of customer complaints.
Key Responsibilities- Investigate and resolve customer complaints in a fair, consistent, and prompt manner, adhering to company guidelines and relevant legislation.
- Use your judgment to ensure fair and appropriate customer outcomes, within the limits of your authority.
- Produce high-quality written final responses and provide comprehensive summaries and updates to stakeholders, as required.
- Evaluate customer circumstances, inconvenience, and distress to achieve an appropriate resolution from a range of options, including goodwill payments, write-offs, and non-monetary compensation.
- Manage diagnostic and triage processes across multiple channels 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, including acknowledgement letters, holding letters, and final response letters.
- Demonstrate a thorough understanding of relevant legislation, including TCF, FCA, FOS, and vulnerable customer guidance.
- Exhibit excellent oral and written communication skills.
- Show the ability to demonstrate systematic thought processes and plan and manage your workload/delivery.
- Demonstrate a strong customer focus.
- Have experience working in a complaints handling environment, either in financial services or another industry type.
- Display good attention to detail.
- Show a high level of emotional intelligence and resilience.
- Be able to cope under pressure and meet strict deadlines.
As a valued member of our team, you will have the opportunity to work with a leading automotive brand, enjoy modern facilities, and receive a range of benefits, including a competitive hourly rate, flexible working arrangements, and opportunities for long-term career progression.
