J2777 - Our client is seeking a Customer Relations Case Handler (12M FTC) to provide dispute resolution for both Customers and Partners. Enhanced levels of customer service are vital for this role in order to be able to support and resolve complex concerns or disputes for valued customers.
Salary: £25,000 - £27,000 plus excellent benefits and bonus. Location: UK, Thames Valley / Bucks
Effectively liaise with internal and external customers by telephone, letter and e-mail in response to complaints or disputes in a timely manner.
To investigate all customer disputes in a fair and impartial manner.
To use an evidence-based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.
To work with colleagues in other departments to find appropriate solutions to all customer disputes, keeping the TCF guidelines foremost at all times.
Ensure Customer Records are kept up to date and accurate.
In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer’s experience and lead to business efficiencies.
To be able to work to industry and regulatory guidelines and time frames.
Excellent Communication skills – both verbal and written.
Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.
Good organisational and time management skills.
Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment.
Experience of complaint management or dispute resolution.
Experience in using Microsoft Office packages.
We strongly favour applicants with proven relevant experience in Financial Services; particularly in Asset Finance and Leasing.