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- Serve as the first point of contact for customers, acknowledging and addressing their queries promptly and professionally in alignment with company and external standards.
- Accurately record and update all communication details as required.
- Manage customer relationships within the scope of the role, ensuring customers are informed about processes and timescales while providing reassurance where necessary.
- Conduct investigations into assigned cases, taking all required steps to bring matters to a satisfactory conclusion.
- Collaborate closely with the wider team, assisting in gathering information for effective customer management.
- Provide support to team members with customer-related requests, such as subject access requests and complaints, when required.
- Strong communication skills, both verbal and written, with the ability to build rapport with customers quickly.
- Proactive mindset with the capability to resolve issues promptly and approach decision-making logically.
- Prior experience handling the complaints process or a similarly complex process is essential – and experience in the financial service industry is highly desirable.
- Excellent attention to detail, skilled at identifying and extracting key data to aid decision-making.
- Collaborative team player with a flexible attitude towards work.
- Able to manage multiple tasks simultaneously while maintaining composure and professionalism.
- Proficient in IT, particularly with Microsoft Outlook and MS Word.
