The role of the Complaint Resolution Advisor requires great attention to detail and excellent communication skills both written and verbal. Working in a compliance driven Call Centre environment, you will need to be a self-motivated, articulate communicator, professional, having excellent IT skills.

EDUCATION AND EXPERIENCE

Essential
· Experience of responding to customer complaints or queries by telephone and in writing within a FCA or other regulated environment
· Experience of analysing data and presenting results in written reports
· Demonstrating the ability to manage your time effectively and prioritise tasks
· GCSE Grade ‘C’ or above in English Language
· Computer literate
Preferred but not essential:
· Working in a Complaint department within the Consumer Credit industry or Financial Services industry
· Writing reports to clients and internal stakeholders
· Conducting trend analysis
· Educated to degree level or equivalent

· Day to day de-escalation of customer concerns and complaints through inbound and outbound telephone calls and written confirmation of the outcome of the complaint to the customer.
· Reporting the resolution and / or escalation to the compliance team through excel reporting

· Writing bespoke emails and letters to help resolve customer issues

• Raising trends and similarities in concerns and complaints with key internal and external stakeholders.
• Compiling complaint reports for internal and external stakeholders
• Other complaint related project work as required from time to time

· Providing feedback as required
· Conducting analysis of complaints received
· Attending client audits to discuss results of complaints and trends if required
· To support the business with complaint related questions and queries as they arise
· Assisting the CSU Team Manager with reports and any other activities as required