complaints administrator

Job description

·  Location
Redhill, Surrey
·  Salary
£28,000.00/Year
·  Job type
Permanent
·  Industry
Admin and Secretarial
·  External Reference
JN-042024-373444
·  Category
Office and Secretarial - Administrator

Our client, a leading organisation in the financial services industry, is currently seeking a Complaints Administrator to join their team. They are looking for a candidate who brings previous experience in complaints handling.. This position requires someone who is comfortable working under pressure and is proactive in using their own initiative.

Key Responsibilities:

·  Supporting the Customer Relations department with administrative and ad-hoc duties

·  Handling customer complaints, enquiries, and letters of claims

·  Timely completion of Subject Access Data Requests (SADRs) in line with GDPR requirements

·  Compiling case files for the Financial Ombudsman Services (FOS)

·  Locating information for Customer Relations case handlers upon request

·  Ensuring effective resolution of customer questions and problems, referring to relevant parties when necessary

·  Handling inbound and outbound calls

·  Taking ownership of Politically Exposed Persons (PEPs) and Sanctions matters

·  Supporting the team in achieving department Key Performance Indicators (KPIs)

·  Maintaining accurate records of all customer contact using the CMS system and adding complaints to the complaints log

·  Working within strict Service Level Agreements (SLAs) in a high-volume environment

Ideal Attributes and Behaviours:

·  An investigative mindset with strong attention to detail

·  Consumer Duty focused, with the ability to put yourself in the customer's shoes

·  Excellent written and verbal communication skills

·  A TCF (Treating Customers Fairly) mindset, with experience in dealing with vulnerable customers

Our client understands that every individual learns differently, and they are committed to providing on-the-job training that suits your learning style. They value a learning culture and offer clear and constructive feedback, with ongoing coaching as required.

This role also provides opportunities for growth and development beyond its core responsibilities:

·  Supporting contact centres by becoming a subject matter expert in complaints and customer resolutions

·  Utilising previous leadership experience to support and guide the team

·  Contributing to Kaizen/TWOW (continuous improvement) activities within the team

If you are a proactive individual with a resilient attitude, strong organisational skills, and the ability to manage a high workload, this could be the perfect opportunity for you. Apply today to join our client's dynamic team as a Complaints Administrator.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Rachel Budd