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Loans2Go
,
London, Greater London
Complaints Administrator
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Job Type: Full-time |
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Salary: £24,000 per annum |
Overview
Company: Loans 2 Go Ltd Role: Customer Satisfaction Administrator Salary: £24,000- £27,000 Location: Putney SW15 - Excellent transport links Company Overview: Loans 2 Go is the established market leader in the logbook loans sector. The product range has been expanded recently to include logbook loans, hire purchase, personal loans and we receive more than 40,000 enquiries per month. The target market is hard pressed consumers who are underserved by mainstream lenders and small business owners with cash flow challenges. Loan terms range from 12 - 36 months although early repayment is available without any penalty. Loans 2 Go is fully authorised and regulated by the Financial Conduct Authority (FCA). The Role: This is an excellent opportunity for a Complaints Administrator to join a thriving business during an exciting period of growth. Reporting to the Litigation and Customer Satisfaction Supervisor, the successful candidate will be responsible for helping the Customer Satisfaction team with the day to day administrative tasks, this includes but not limited to responding to customers appropriately via email, answering queries efficiently. The successful candidate will be responsible to review incoming complaints and to respond to non-complex matters and refer more complex or sensitive requests to the Customer Satisfaction Managers. 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 Management of all Customer Satisfaction inbox, responding to customer enquiries via telephone or email in timely manner 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 Experience of clerical and administrative work including scanning, printing, post , emails and other administrative tasks 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, between Mon - Fri 9:00am -6:00pm Some benefits we offer : Up to 33 days holiday A Great Team and Environment to work in. Employee Assistance Programme - 24/7 Free and confidential counselling Refer-a-friend Scheme with financial incentives. Training and advancement opportunities Please note that only successful applicants will be contacted. Loans2Go, is only able to process applications from candidates who are currently resident and eligible to work in the UK.