Customer Service Advocate

1 week ago


Newport, Newport, United Kingdom Candidate Source Full time
About the Role

We are seeking a highly skilled Customer Service Advocate to join our team as a Fair Outcomes Specialist in Newport. As a key member of our motor finance provider, you will be responsible for delivering exceptional customer service while ensuring fair outcomes for all parties involved.

Job Description
  • Taking ownership of a pipeline of cases from start to resolution, utilizing strong problem-solving skills and attention to detail.
  • Logging new complaints, loading customer cases onto the client system, and ensuring all details are accurately entered.
  • Making outbound calls and writing to customers, dealers, motor manufacturers, and senior customers within major motor brands to gather information and facts to support each complaint case.
  • Balancing priorities between multiple workstreams, including emails, telephone calls, and taking escalated calls from contact centre colleagues.

In this role, you will:

  • Deliver fair outcomes for both customers and the business.
  • Liaise with customers over the phone to provide support and updates on proceedings.
  • Check if the client is liable for the issues and decide on a support plan for the customer.
  • Take responsibility for queries/issues through to resolution.
  • Write templated outcome letters to the customer.
  • Manage expectations of all internal and external customers.
Requirements
  • Previous experience within financial services complaints or related industries.
  • Previous telephony call handling experience, demonstrating strong communication skills and empathy.
  • Proactive and confident handling multiple workstreams, with a focus on prioritization and time management.
  • Strong attention to detail and analytical skills, with the ability to analyze complex information and make informed decisions.
Benefits
  • An estimated annual salary of £35,000-£45,000 depending on experience, based on industry standards and cost of living in Newport.
  • A competitive benefits package, including a pension scheme, life insurance, and access to employee discounts.
  • Ongoing training and development opportunities, with a focus on career growth and professional advancement.
Working Arrangements

The role requires 37.5 hours per week, Monday to Friday, with a flexible shift pattern between 8:30am-6pm. You will receive a 30-minute break each day, which can be taken at any point during your working hours.

Parking is available on site, making it easy to commute to work.



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