Customer Relations Specialist

2 weeks ago

Wakefield, United Kingdom Minster Law Full time

**Job Summary**

This is a varied and interesting role where you will be working as part of a small team specialising in Customer Relations related work. The team provides an important feedback loop to the business about our performance against customer metrics alongside giving assurance around managing our regulatory risk.

Much of the work involves investigating formal complaints and then summarising the output of your investigation to customers and key stakeholders within the business, managing various forms of customer communication directly into the team and working to resolve complaints in the best interest of the business with the Legal Ombudsman.

**Core Responsibilities**
- Investigate and respond to customer complaints
- Undertake root cause analysis work.
- Deliver training to operational teams ranging from customer service to regulatory adherence (virtual/classroom/e-learning).
- Liaise with the Legal Ombudsman Service to resolve disputed complaints.
- Liaise with business partners and operational teams to support complaints resolution.
- Supporting the business around vulnerable customers and the vulnerable customer process
- To undertake any other tasks as deemed relevant and reasonable by the business.

**Key Performance Indictors**

Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support.

**Person Specification**

**Essential**
- _Good communication skills (verbal and written)_
- _To have attention to detail_
- _To be able to work in a fast paced, and (at times) pressurised environment_
- _Good analytical and problem solving skills_
- _Enthusiastic, positive, pro-active and has a “can do” attitude_
- _Good Microsoft Office skills (including Excel)_
- _Some personal injury claims experience_
- _An understanding of our regulatory obligations and our internal complaints process_
- _Experience of handling complaints in a regulated environment, or experience of dealing with SRA regulatory compliance matters_

**Desirable**
- _Strong presentation skills - able to effectively present information to a group, including senior stakeholders_

**Personal Development**

**Working Hours**

35 hours per week, 9am - 5pm with an hour lunch break. Flexibility with hours may be required / agreed with your line manager.

**Travel**

Mix of remote and office based working.

**Job Types**: Full-time, Permanent

Pay: £22,932.00-£25,404.00 per year

**Benefits**:

- Casual dress
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- On-site parking

Work Location: In person

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