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Customer Relations Advisor

Transunion
Posted a day ago, valid for 25 days
Location

Leeds, West Yorkshire LS14 1DZ

Salary

£22,000 - £26,400 per annum

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Contract type

Part Time

Retirement Plan

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Sonic Summary

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  • TransUnion is seeking a Customer Relations Advisor to join their Consumer Relations team, focusing on managing consumer complaints related to credit reports.
  • Candidates should have prior experience in complaints, redress, or customer service, with strong communication skills and the ability to handle multiple cases effectively.
  • The role offers a competitive salary, along with benefits such as 26 days of annual leave, private healthcare, and a generous pension scheme.
  • This is a hybrid position requiring 40% of the workweek to be spent in the office, and applicants should live within a reasonable commuting distance.
  • TransUnion values diverse backgrounds and encourages those who may not meet every requirement to apply, as training opportunities are available.

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

We Are TransUnion:TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring:

We’re looking for a Customer Relations Advisor to join our Consumer Relations team here at TransUnion.

In this fast-paced role, you will work with our wider Customer Relations & Consumer services team to deal with consumer complaints relating to their credit report.

So whether you are currently working within Complaints, Redress or Customer Services this exciting role will offer a host of development opportunities as part of a global team.

Day to Day You’ll Be:

  • Proactively managing a caseload of consumer complaints, you’ll work with all the relevant internal and external customers to bring the complaint to a mutually agreeable close
  • Escalate complaints when needed
  • Support with compiling information for consumer Data Subject Access Requests (DSAR)
  • Ensure quality assurance and accurate MI reporting
  • Reviewing any 'potential complaints' cataloged in the system by Customer Services. The flagged cases will need to be manually review by a complaints expert to ascertain if they need to be worked as a complaint or placed back into the customer services work queues.
  • Working closely with the customer relations team as one day per week you’ll be on the front line dealing with queries as they come in from consumers and clients.

Essential Skills & Experience:

  • Prior experience obtained within a complaints, redress or customer services function either on the phone, web chat or via email
  • Great communication skills with the ability to empathise with the consumer and guide the conversation
  • An ability to manage multiple cases effectively, you’ll be able to plan and prioritise your day and adapt to sudden changes easily.

Desirable Skills & Experience:

  • Any experience of dealing with financial services complaints and liaising with the ICO and/or Financial Ombudsman Service would be great to see, however full training will be given.

Impact You'll Make:

What’s In It for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

  • 26 days’ annual leave + bank holidays (increasing with service)
  • Global paid wellness days off + a bonus day off to celebrate your birthday
  • A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
  • Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
  • Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow:

We know that you may not possess every aspect of the essential and/or desirable skills listed above but if there’s something you can’t tick off, don’t let that put you off applying as we could explore training for you.

Working Pattern

Our work style for this position is ‘hybrid’, which involves spending 40% of your working week at one of our office sites so you’ll need to live within a sensible commutable distance from our office. We’re happy to talk flexible working.

Interview & Hiring Process

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform you of this.

Reasonable Adjustments

If you require any reasonable adjustments to attend an interview with us please make us aware of this on your application.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Analyst, Consumer Operations Support

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By applying, a Reed account will be created for you. Reed's Terms & Conditions and Privacy policy will apply.