Customer Resolution Advisor

Humber Recruitment are resourcing 5 Customer Resolution Advisors for a client of ours based in Grimsby on a 12-month fixed-term contract with immediate starts.

The Customer Resolution Team are primarily a customer-facing function, tasked with handling specific complaints and finding a fair and reasonable resolution. The team are responsible for ensuring this is completed in a way which complies with Company policies, and in line with regulations and relevant guidelines, whilst ensuring the fair treatment of vulnerable customers and forbearance when dealing with individual circumstances.

Key Responsibilities

• Logging complaints to the internal COMMS systems
• Handling of an individual worklist of customer accounts that have recorded an active complaint/dissatisfaction with the client
• Assessing and investigating customer concerns and providing fair resolutions based on the individual concerns raised
• Advising customers of their consumer rights and signposting them to external advice where required, ensuring customer understanding and good customer outcomes
• Managing escalated Ombudsman complaints in a timely manner
• All call-backs are completed within 1 working day, with a key focus on vulnerable customers
• Organising redress and refunds as required
• Ensuring compliance with DISP rules and fair process & good outcomes of any customer complaints within the team
• Ensuring a fair process is followed for all customers and good outcomes are reached as per the Consumer Duty in all instances

Key Skills and Attributes

Customer Resolution Advisors should demonstrate the following key skills and attributes in order to succeed in the management of the responsibilities outlined above

The ability to:

• Communicate effectively with customers to fully understand their personal situation
• Be forward-thinking and proactive, seeking solutions to potential issues as they arise
• Communicate effectively in written form within both letters/emails/SMS messages to customers and via entries on the OA customer diary screen
• Ensure a high level of attention to detail when handling all customer and account details
• Maintain a good knowledge of relevant company practices and policies, and know where to access this information
• Maintain a good, up-to-date knowledge and understanding of regulatory guidance regarding the fair treatment of customers and the identification of vulnerable customers
• Work effectively alone to make decisions on customer circumstances using company policies as a guide
• Work well within a team to achieve monthly targets and KPI’s

Additional Requirements

Training

Customer Resolution Advisors may need to undertake further internal and external training (where required) to ensure they are able to carry out their role and responsibilities based on up-to-date guidelines. Should such training be required, it will be discussed and agreed in advance.

Use of Company Systems

The firm operates a bespoke software system, Office Automation, which is used for the recording, managing, and processing of all customer account information. The client has an internal telephone network system made up of a series of internal extension numbers.

Record Keeping

A key aspect of operating within any regulatory field is to be able to compile and review accurate records that reflect the maintenance of key procedures. To be successful in this role, it is therefore necessary to ensure that all records are accurate and kept up to date at all times.

Knowledge of Company Policy

The client stores and records all company policies within an in-house system known as PolicyHub. All employees are given training on how to use this policy system. All employees are expected to read any relevant sections of the company policy upon commencement of their employment, and undertake supporting tests to demonstrate their understanding of the information provided.

To apply for the position, click the apply button below or at the top of the page and complete the form. For more information on the role, call our team on 01472 729768 and we will be happy to assist. You can visit our jobs page to see our full list of available vacancies.

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