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9 months ago
Nationwide Building Society
Basic Salary: £17,682 - £25,541
Location: Northampton
Job type: Permanent
Category: Professional Sales Jobs
Introduction

We need:

• A Customer Care Consultant, to work in our Complaint teams
• Based in our Northampton Administration Centre
• Starting salary £17,682 per annum on a permanent, full-time contract

We’re looking for someone that’s passionate about Customer Service to join the Complaints Team to investigate and resolve customer complaints to ensure a fair customer outcome.

Who we're looking for

Working in an office environment, you'll be responsible for taking ownership of customer complaints that have been registered via a variety of channels such as email or branch contact to reach a fair outcome for the Customer and Nationwide.

Handling your own allocated work list, you'll need to:
• Have experience in complaint handling
• Have a high level of attention to detail
• Have experience of working with Microsoft Office
• Be customer focused and effectively be able to build relationships
• Have good negotiation and listening skills
• Be proactive and comfortable in making decisions
• Good analytical and research skills

It would be nice if you also had:
• Worklist and time management experience
• Have good understanding of the Financial Industry

What you'll be doing

Working in an office environment, you'll be responsible for taking ownership of customer complaints that have been registered via a variety of channels such as email or branch contact to reach a fair outcome for the Customer and Nationwide.

Handling your own allocated work list, you'll need to:
• Facilitate the collection of all necessary information from customers and other business areas to assess complaint issue raised.
• Restore customer confidence through effective communication and resolution of complaints
• Investigate information and identify suitable customer and business solutions in a timely manner
• Enter data through the complaints system ensuring that all data is inputted correctly and that efficient and accurate customer records are maintained
• Evidence that every complaint has been fully investigated and documented and explain the rationale behind the decision made
• Identify financial/emotional impacts incurred by customers and sanction compensation payments in adherence to local customer detriment mandate
• Share ideas that could improve the customer experience and highlight any process discrepancies

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