Complaints and Customer Service Representative

As our new Complaint Handler you will be responsible for ensuring that our customers are at the heart of everything we do. You will handle a range of complex complaints, whilst effectively addressing issues to develop a successful and fair outcome for our customers. You will ensure that the customer is fully informed and appropriately advised on steps towards resolution and associated timeframes.

You will use information and resources available to investigate and resolve customer complaints. In doing so you will show flexibility with internal parties to action an effective resolution for the consumer, in line with regulatory procedures and processes.

What you'll do

• Handling complex inbound/outbound telephone calls and other communication channels

• You will accurately capture/document all complaints according to internal policies and procedures

• Fully investigate and analyse all customer complaints

• You will direct to the appropriate resolver group with a concise but comprehensive description of the significant information

• Helping to improve customer communication with clear, concise and informative responses

• You will work effectively as part of a team and also to a high standard of performance (customer service quality, punctuality, attendance and flexibility etc).

• Ability to reassure customers that the company is committed to resolving problems and improving relationships

What experience you need

• Experience within customer service via phone and written communication

• Prior experience with customer complaints is highly desirable

• You will have a basic knowledge of GDPR.

• Working knowledge of the 11 principles for businesses which underpin FCA rules and guidelines.

• Working knowledge of the 6 TCF outcomes and what constitutes a fair consumer outcome

• A Levels or college equivalent or Leaving Certificate

What could set you apart

• Knowledge of the role of credit reference agencies in the consumer lending sectors and the key risks to consumers inherent in their activities preferred