- Taking ownership of some inbound calls from customers, logging new complaints and updating customers on the status of existing complaints.
- Making outbound calls to customers to update on the progress of their case.
- Collaborating closely with colleagues, customers, dealers, even manufacturers - talking (or writing to) a wide variety of people, in some cases senior customers within major motor brands.
- Balancing priorities between your various cases, emails, telephone calls and taking escalated calls from contact centre colleagues.
- Using your people and customer skills to deliver fair outcomes for both customers and the business.
- Playing a role educating our customers about products.
- Preparing and loading customer cases onto the client system ensuring all details are entered correctly.
- Liaising with customers over the phone to provide support and updates on proceedings.
- Taking ownership of cases and contacting third parties for evidence and information to support case investigations.Â
- Checking if the client is liable for the issues and deciding on a support plan for the customer.
- Taking responsibility for queries/issues through to resolution.
- Writing templated outcome letters to the customer.Â
- Managing expectations of all internal and external customers
- Previous experience within financial services complaints is advantageous but not essential
- Strong oral and written communication
- Previous telephony call handling experience is essential
- Proactive and self-motivated
- Strong attention to detail