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6 months ago
Basic Salary: £20k - £25k
Location: Manchester
Job type: Permanent
Category: Customer Service Jobs
Job ID: 260

Complaints Associate

Location: Manchester

Role Type: permanent - full time

Salary: £20k - £25k

Working Hours: 37.50 per week

The Role

• Investigate and resolve customer complaints received from a number of sources through a variety of channels, including telephone, written, email and social media complaints

• Support Distribution colleagues with complaints related advice, and by acting as an escalation point for unresolved complaints received within Distribution network

• Meet targets in line with individual, team and department objectives

• Ensure the quality of complaint investigation and customer outcome, by application of guidance and appropriate judgement, and by adherence to documentation standards, when recording the complaint details and writing Final Response Letters

• Deliver fair customer outcomes through thorough and impartial complaints investigation, which reflects a customer focused approach

• Take accountability for own development, with an open and receptive approach to coaching and feedback, and a proactive approach to change awareness within the business and industry

• Highlight areas of concern, or opportunities to improve process or customer experience, through appropriate channels

• Ensure compliance with company policies and best practice in security, legal and regulatory requirements

• Safeguard information, paying particular attention to customer and employee data and business sensitive information
• Continually demonstrate competence, through initial accreditation and ongoing achievement of satisfactory Quality Assurance results
E.g. responsibilities, required skills and experience.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit enquiry, a criminal record check, residency and right to work checks.

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