Senior Customer Relations Officer

Job description

Senior Customer Relations Officer
Leeds

Salary £21-£25k DOE + 3% flexible benefits + on target bonus of 5% + contributory pension

THE ROLE
A rare and exciting opportunity to join one of the fastest growing companies in the UK. We are looking for a Senior Customer Relations Officer who truly wants to make an impact on our organisation. The successful candidate will be a technical expert and point of referral for all work types in the team, and will provide cover for the Team Leader in their absence. They will manage serious/high risk/ regulatory complaints to resolution and assist in high level root cause analysis, providing performance feedback and making recommendations for improvement where appropriate.

We have a strong track record of sustainable growth which is set to continue - the team that helps to deliver that will be rewarded for their contributions with a competitive package including market rate salaries, flexible benefits and annual bonus.

EXPERIENCE REQUIRED
• Experience of complex complaints resolution essential.
• Experience of MS Word essential.
• Experience of MS Excel and Outlook essential.
QUALIFICATIONS
• GCSE Grade B or above in English and maths, or equivalent, or qualified by experience.
• CSA, ICT qualifications, or desire to work towards these qualifications, essential.

KEY RESPONSIBILITIES
Reporting to the Customer Service Team Leader your responsibilities will include:-

• In depth knowledge of all work-types across department and capable of working within all work streams
• Manage work distribution and Workflow where applicable
• Maintain up-to-date knowledge of work queues, SLA’s and current work prioritisation
• Communicate with customers, colleagues and other stakeholders to an excellent standard
• Consistently evidence role model behaviours
• Manage, maintain and achieve personal development plan
• Support Team Leader in, quality checking and mentoring colleagues
• Respond to serious/complex/high risk/CEO/FOS/regulator complaints; delivering excellent customer service whilst managing reputational and regulatory risk at all times
• Maintain knowledge, and application of, legislative, regulatory and lending code requirements
• Identify root causes and ‘bigger picture’ issues and provide creative ideas to drive improvement of the customer journey, efficiency and procedures.
• Resolve escalated complaint calls from team members.

SKILLS AND COMPETENCIES

• Excellent letter writing skills (including spelling, punctuation & grammar)
• Adept at conflict management and excellent influencing skills
• Customer focused with excellent customer service skills – TCF application
• Strong attention to detail
• Skilled at communicating with all levels and with various stakeholders (including peers, management, other business areas and other organisations)
• Excellent organisational skills
• Lateral thinker with ability to use own initiative
• Logical thought process
• Professional approach
• Consistent positive attitude and a good work ethic
• Flexible approach

LOWELL GROUP
One of just 200 companies to hold Champion Investor in People status our customer service is currently rated as ‘outstanding’ by Investor in Customers, the UK’s leading customer experience consultancy. We are a leading provider of credit management services specialising in collection, data analytics and customer insight. Our Leeds office is our headquarters and also the centre for our debt purchase business.

Through our debt purchasing arm we work with a range of creditors and service providers including banks and mobile phone companies. We buy their non-performing accounts, and then work with each individual customer to establish and agree a tailored repayment plan based on their circumstances.

With 14 million owned accounts and 800 team members we set up over 130,000 new arrangements, make and receive over 3 million calls and send 4 million letters a month.

REWARD PACKAGE
• Competitive salary, annual bonus and pay reviews, contributory pension and 3% flexible benefits pot with options including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club and retail discounts.
• Ability to buy and sell up to one week’s worth of holiday subject to start date
• Free shuttle bus from Leeds City Centre
• Subsidised restaurant and free on-site gym
• A range of incentives designed to communicate, connect, develop, involve and recognise our team
• 11-strong learning and development team offering a range of internal and external programmes and financial support for qualifications to support career progression

If you wish to be considered for this superb opportunity and to join a winning team, click apply and attach your CV. You must be eligible to work in the UK.