Customer Service Representative

Offical job title is Customer First Representative

Hybrid working - 3 days in the office and 2 working from home (to be agreed with line manager)

They are looking for someone with complaints handling experience within financial services.

• This role is perfect for someone passionate about improving customer satisfaction through effective complaints management

About the Role: Customer Service Representative

We are looking for a dedicated Customer First Representative to join our team. In this role, you will ensure the highest standards of customer service by handling complaints efficiently, identifying trends, and driving service improvements. You will play a key part in investigating complaints, providing insights through complaint reports, and enhancing customer service processes across our teams.

Key Responsibilities: Customer Service Representative

• Act as the first point of contact for customer complaints, ensuring professional and efficient resolution at first contact.

• Conduct thorough investigations into complaints, identifying root causes and drafting comprehensive responses.

• Develop and maintain complaint reports highlighting key trends and areas for service improvement.

• Perform quality checks on complaint resolutions to ensure compliance with company and regulatory standards.

• Provide feedback and coaching to Customer Service teams to improve complaint-handling skills.

• Ensure compliance with Customer First and Consumer Duty principles, embedding best practices in all resolutions.

• Collaborate with internal teams to enhance processes and improve customer experience.

• Review and refine company communications to ensure clarity, accuracy, and regulatory alignment.

• Analyse complaint data to drive insights and improvements.

• Lead engagement meetings and share best practices across departments to improve first-contact resolution.

Key Skills & Experience: Customer Service Representative

• Proven experience in customer service with a focus on complaint handling and resolution.

• Strong analytical skills, with experience in identifying trends from customer data.

• Excellent written and verbal communication skills, ensuring clear and professional complaint responses.

• Strong knowledge of Consumer Duty regulations and customer protection standards.

• Experience or willingness to learn report preparation and presenting insights to senior stakeholders.

• Detail-oriented with a proactive approach to problem-solving and service enhancement.

If your application is successful, you will be contact shortly.

The job title and description in this advertisement may differ from the client's official job description/contract .We appreciate your interest in this role. E-Personnel Recruitment aims to acknowledge all applications, but due to the high volume of CVs we receive, this may not always be feasible.

You can apply with the utmost confidence to E-Personnel Recruitment directly, experts in both Permanent and Temporary Recruitment, and a proud member of the Recruitment & Employment Confederation (REC), the professional body for the recruitment industry. In the meantime, feel free to explore similar job opportunities on our website: e-personnelrecruitment.co.uk