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9 months ago
Santander
Basic Salary: £16000 - £19999
Location: UK
Job type: Permanent
Category: Customer Service Jobs
SCUK Customer Service Complaints Advisor, Redhill

Job Title: SCUK Customer Service Complaints Advisor, Redhill

Region: South East England

Salary: £16000 - £19999

Date Closes: 28/12/2017

Ref Number: A21816

Job Purpose
Responsible for investigating complaints that have been received via correspondence or that have been escalated on the telephone via the Customer Services Department. This is a varied and interesting role.

Summary of Key Responsibilities
• Respond to Customer Service and Satisfactory Quality complaints by telephone and in writing.
• Follow company policy adhering to service levels and current legislation at all times.
• Liaise with other areas of the business, customers and dealers to ensure complaints are satisfactorily resolved.
• Understand issues from the customer’s perspective, by asking pertinent questions to drive further understanding.
• Using knowledge to investigate cases.
• Keep abreast of current legislation by reading appropriate literature, using the internet where appropriate.
• Identifies a resolution that is fair to the company and customer where possible.
• Keeps customer informed by proactively calling to explain the resolution and timescales.
• Writes and issues resolution letters, explaining escalation procedures (Omudsman) where applicable.
• On occasions, there may be a requirement to take customer calls at particularly busy times in the call centre
• Carry out ad hoc reasonable duties as requested by your manager

Summary of Key Competencies
• Own initiative to resolve complaints
• Ability to work under pressure and to tight deadlines
• Excellent attention to detail
• Strong written communication skills
• Strong telephone and call handling skills
• Good interpersonal skills
• Complaint handling experience
• An in depth knowledge of company complaint handling procedures, company policy and products, department procedures and current legislation

Other Requirements of the Role
The opening hours of the Customer Relations Department are:

Monday – Friday 9am – 5pm.

The starting salary for this role would be £18,000 per annum.

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