Quality Assurance and Complaints Handler
6 days ago
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.
About You
If you have a real passion for customer service and driving resolution and improvement, we would love to hear from you.
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