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Robert Walters
,
Bristol, Bristol
Customer Resolution Officer
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Job Type: Full-time |
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Salary: £26,000 per annum |
Overview
Assist the Customer Resolution Manager in dealing with customer complaints, ensuring all activities are compliant with FCA complaint handling rules and FOS guidelines. To oversee and manage the complaints process and company database, ensuring consistency of responses and adherence to time-lines and acting as a key point for new complaints received by the business. Key Responsibilities: Prepare, review and agree responses to complainants Demonstrate excellent customer service skills and knowledge Understand, commit and participate fully in managing service beyond customer's expectations and to company standards To support and adhere to the Core Values of the business including Outstanding Customer Service and TCF Policy and to execute these behaviours to their full extent and intent. Responsible for the timeliness and accuracy of all record-keeping functions and reports in respect of complaint monitoring Actively share best practice with colleagues in the 1st line and across the Group. To effectively and efficiently complete all duties and responsibilities as assigned, to company standards Assist in maintaining the company complaints procedures, providing regular recommendations to the business. Key Interfaces: Customer Resolution Manager Operational Management and Senior Management Risk and Compliance Colleagues - Director, Assurance, Policy & Advice, Credit and Operational Risk Head Office Departments as appropriate Skills & Experience: Knowledge of complaints Industry and complaint handling. Numerate and literate - a proven track record and good reporting skills. Good communicator, both written and verbal, with experience of communicating confidently with colleagues at all levels An eye for detail, analytical approach and ability to be objective Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time-management Good organisation and planning skills. Ability to use Microsoft applications Competencies: Business and Commercial Focus Customer Focus Communication and Confidence Self Development Planning and Reviewing Judgement and Problem Solving