Complaints Administrator

**Company**: Loans 2 Go Ltd
**Role**: Customer Satisfaction Administrator
**Salary**: up to £27,000
**Start Date**: Immediately
**Duration**:Permanent
**Working Style**:Hybrid Working Scheme available whereby eligible employees will be working from their UK homes and the office as and when requested to do so
- as per the business needs.

**Company Overview:
**Loans 2 Go has been established over 20 years, we are an industry leader in the provision of alternative, affordable personal loans. As an online lender we’re able to offer clients extended hours of support; making Loans 2 Go more accessible and ableto help more people find the funding they need.

We look to help individuals and small businesses solve their cash flow challenges with a range of alternative personal loans. As a longstanding member of the CCTA and regulated by the Financial Conduct Authority, our Company provides a completely transparentservice, giving applicants a choice of loan products and ensuring it is affordable for them.

**The Role**:
The role is administrative based and requires an excellent understanding of written English and the ability to adapt to different instructions given.

You will need to be enthusiastic and willing to learn, with a level of adaptability to many different scenarios that may occur.

**Responsibilities**
- To provide support to the team to ensure effective completion of work activities
- To liaise with the Customer Satisfaction Managers to obtain information relevant to the complaint received and escalate when necessary to the right team member.
- Updating the database to ensure all queries and resolutions are always logged and kept up to date.
- Accurately noting the interaction with the customers and updates account information
- Acknowledgment of customer complaints and request additional information required to investigate the complaint in timely manner
- Identify customer questions, concerns, and overall needs; and provide accurate answers and solutions
- Monitor customer complaints on social media and reach out to provide assistance
- Develop professional relationships with key stakeholders: ongoing customers, Financial Ombudsman Service, managers across the business
- To maintain effective confidential filing systems in line with the requirements of the Governance department.

**Attributes and experience**:

- Experience in working within the complaints department desirable
- Experience of working within an FCA regulated environment, and knowledge of Treating Customers Fairly (TCF)
- Excellent customer service, communication, and interpersonal skills
- Excellent telephone manner and written skills
- Ability to quickly build rapport with different customer personalities and types through all forms of communication
- Experience working with correspondence
- Good organisational and effective time management skills
- Confident decision maker, who works well under pressure
- Reliable employee who’s punctual and has excellent timekeeping
- Ability to multitask, organise and prioritise tasks according to current business objectives
- Reasonable exposure to using multiple IT software systems
- Assertive, confident and intellectually capable of dealing with customer objections

**Shifts**

Hours: 40 hours per week, weekly rota operating between Mon - Fri 08:30am -5:30pm

**Some benefits we offer**:

- Hybrid Working Scheme available whereby eligible employees will be working from their UK homes and the office as and when requested to do so, as per the business needs.
- Performance based bonus
- Up to 33 days holiday
- Accrued Holiday Sellback Scheme
- Annual flu jab vaccination
- Milestone Service Reward Programme
- Life Insurance Cover for all employees
- Incapacity Insurance Cover for all employees
- Gym Membership Discount
- Employee Assistance Programme - 24/7 Free and confidential counselling
- Refer-a-friend Scheme with financial incentives.
- Training and advancement opportunities
- Pension scheme
- Shower facilities on site