Customer Complaints Adviser

5 days ago

Milton Keynes, United Kingdom The Curve Group Full time

We are currently recruiting for a Customer Complaints Advisor to join our clients thriving British, Shariah challenger bank with offices in London, Milton Keynes and Wilmslow. This will initially be for a fixed term period of 12 months, with the possibilityof becoming permanent thereafter.

The purpose of this role is to be responsible for the day-to-day handling of Customer Complaints, ensuring any complaints received by the business are handled efficiently and within regulatory timescales. Making recommendations when drafting responses. Ensuringthe business runs smoothly and ensuring SLA's, quality standards and customer service levels are achieved.

**ROLE DUTIES**
- Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently.
- Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOS.
- Build customer loyalty through continuous improvement and ensure customer satisfaction. following receipt of a complaint.
- Deputise for Customer Complaints team leader in their absence.
- Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer's needs.
- Develop and maintain a working knowledge of policies, procedures and systems.
- Good understanding of consumer financing activities including products and services.
- Monitoring specific Mailbox and managing internal and external phone calls.
- Ensure that all standard operating procedures and policies are adhered to at all times.
- Identify products, services and other opportunities and threats within the market place and advise/recommend to management accordingly.
- Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility.
- Given the nature of the department, demonstrate a flexible approach and be prepared to occasionally work outside normal office hours, coupled with some UK travel.
- Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.

**KNOWLEDGE AND SKILLS**
- Previous complaints handling experience.
- Banking experience, preferably in home finance / savings servicing or bank operations.
- Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.
- Excellent verbal and written communication skills and attention to detail.
- Effective interpersonal, customer service and organisational skills are necessary.
- Excellent customer service, problem resolution skills and strong PC skills.
- Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner.
- The physical demands described here are representative of those that must be met by.
- Ability to meet deadlines along with excellent time management skills.
- Flexible in approach, rational when faced with changing priorities in a dynamic environment.
- Ability to perform in a strong customer-oriented team environment utilising strong leadership skills, professionalism and teamwork.

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