Complaints Resolution Advisor

at  Phillips and Cohen Associates UK Ltd

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