Join us as a Customer Service & Operations Analyst in Complaints
Working with a supportive and collaborative team, youll be helping us with complaints related activities
Youll be investigating queries, supporting business processes and procedures, and understanding the needs of our customers and the business
This role offers great career development opportunities with relevant training programmes and exposure for you and your work
There will be an 8 week training period in which youll be expected to attend the office twice a week during this time. After the 8 week period youll then be in the office twice a month but this is subject to change depending on business needs
What you'll do Joining a specialist Complaints team, youll be working together to deliver the most successful outcomes for the business and our customers. Youll respond to customer queries and process, authorise and investigate transactions, while accurately collecting all the information needed to do this on time and to a high standard.
As you continue to develop in your role, youll support with process training and knowledge sharing across your team, working together towards success.
Day-to-day, youll be:
Accurately investigating your queries, raising with relevant parties, and escalating where needed
Making sure processing is performed accurately and within an agreed turn-around time
Participating in initiatives that help improve our customer service, processes and procedures
Reviewing processing errors and customer complaints to help identify trends and training needs
The skills you'll need Youll already have knowledge and experience of working with complaints processes and procedures, alongside an awareness of up to date trends, policies and regulations. Youll also be able to work accurately, to deadlines and with high levels of attention to detail.
Well also be looking for you to demonstrate:
An understanding of the financial services industry and our customers
Knowledge of our products, processes and banking systems
Good written and verbal communication skills
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