Customer Relations Associate

Job Description:

We are seeking a diligent and detail-oriented Complaints and Data Subject Access Request (DSAR) Officer to join our team. The successful candidate will be responsible for analysing complaints, ensuring compliance with regulatory requirements, and managing DSARs efficiently.

Key Responsibilities:

• Analyse complaints to assess the risk of potential harm to our customers and/or business, and identify and escalate possible regulatory breaches or operational incidents.
• Investigate complaints thoroughly in conjunction with third parties such as motor dealers and other teams within the business.
• Complete the gathering of data, compilation, verification, redaction, exclusions, and dispatch of all Data Subject Access Requests received from customers and third parties.
• Keep accurate records of the progress and outcome of each complaint using the complaints management system.
• Ensure that complaints are responded to within regulatory timescales.
• Analyse and communicate complaint trends to the management team for Root Cause Analysis investigations.
• Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products, and/or systems, providing recommendations and evidence to support proposed implementation.
• Act as a point of reference for other department members for all complaint-related tasks.
• Demonstrate flexibility and the ability to work within all areas of the department, to cover seasonal peaks in volume of work and as workload dictates.

Qualifications:

• 5 x GCSEs ‘A-C’ level including Maths and English.
• Thorough understanding of our regulatory landscape with a robust understanding of legislation, such as, but not limited to: CONC, DISP, and Consumer Credit Act.

Experience:

• Previous experience in a customer services environment is essential.
• Knowledge and experience of administering complex financial data/ledger is essential.
• Excellent communication skills with the ability to liaise and communicate with all levels of colleagues and customers is essential.
• Experience in handling complaints in a financial environment is desirable.

Person Characteristics:

• Strong decision-making skills.
• Great attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to work to deadlines.