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Customer Service Specialist
4 months ago
Job title: Customer Service Specialist
Location: London (twice per week)
Contract length: 6 months (Subject to extension)
Pay rate: Circa £28.00 per hour (PAYE and Umbrella available)
My client is a government-owned Economic Development Bank, managed independently. They work closely with the finance sector and entrepreneurs, they strive to make finance markets work better - so businesses in the UK can survive, thrive, and grow.
Role Summary
The Customer Service Specialist will sit within the SUL Customer Relations Team and report to the Senior Customer Experience Manager. The purpose of this role is to ensure SUL meets its commitment to handling customer complaints in a timely and effective manner as set out in the Complaints Handling Policy. This will ensure the company meets its obligations under the FCA guidance on Consumer Duty.
This individual will act as a customer ambassador who is effective in identifying issues and risks and will escalate these through the appropriate channels within the company. They will support the reporting of any trends in relation to customer satisfaction, Delivery Partner customer complaints management and broader service issues and outcomes associated with the SUL programme.
The Customer Service Specialist will work closely with both the Complaints Manager and the other Customer Relations Manager to handle complaints received across the entire bank. In terms of managing complaints some duties will be the same, as complaints will arise in different business areas. The Complaints Manager will manage queues and workload amongst the team.
The Customer Service Specialist will be responsible for supporting monthly reporting, including evaluating key risk indicators, conducting root cause analysis, and working with stakeholders across the business to share insights and feedback.
The Customer Service Specialist assists with coaching the Customer Service team to provide excellent complaints handling, and to ensure that all complaints logging is actioned correctly. You will do this by acting as a role model for your colleagues, providing support and guidance, and supporting with one-to-one feedback on complaints handling following monthly Quality Control checking.
The Customer Service Specialist will be solely responsible for:
- Responsible for providing reporting to other teams within the business who require customer feedback by providing appropriate and timely feedback on trends identified across Customer Experience Teams.
- Managing and overseeing root cause analysis (RCA) on SUL customer complaints to improve the SUL customer journey, using this data to drive forward continuous improvement across the business.
- Collaborate with Business Relationship Management to ensure with Business Support Partners to become compliant with FCA requirements through one-on-one support as well as presentations to all Business Support Partners and Business Support Partner forums.
Preferable knowledge and experience:
- Has a track record of delivering success in a similar role within a financial services business or social enterprise.
- Knowledge of the Consumer Duty requirements.
- Knowledge of best practice in customer service.
- Strong client focus understands and has delivered high standards of client/ customer service and knows how to delight a customer in a commercial context.
- Has the ability to understand the client's business, their challenges and opportunities, vision and direction and relate to them in their own language.
- Organised and disciplined in approach, follows through meticulously and holds others to account for delivery.
- A track record of leading continuous improvement and driving change.
- Highly effective in written and verbal communications.
- Effective decision maker and is solution focused; has a sense of urgency and is empathetic.
