Direct message the job poster from Knights
Recruitment Manager at Knights
Integrar is a specialist division of Knights, the UK’s largest legal and professional services business outside of London. With 1500 colleagues across 26 locations, our strong organic growth, combined with several high-quality recent acquisitions, means we are now a more diversified business with strengthened positions in our key target markets.
Integrar specialises in delivering remortgage services for lending institutions and intermediaries such as banks, building societies, mortgage brokers, estate agents, and financial advisors. Our teams provide a fast and efficient service without compromising on quality and the personal touch.
About the role
Our Customer Services Team is seeking a Customer Service Executive with complaints management experience. This isn't a role focused on inbound calls; it will require you to manage a caseload of customer complaints and provide a sensitive and responsive complaints service which ensures the firm meets its obligations to regulatory bodies, referrer clients, and borrowers. It requires a high attention to detail, a passion for delivering a high quality of work, adaptability under pressure, and being an amazing team player.
Responsibilities:
* Manage a caseload of complaints, assessing each complaint or claim against our Service Level Agreements (SLAs) and protocols, determining an appropriate cause of action/response.
* Investigate all complaints from start to finish, taking all areas of dissatisfaction into consideration, before making an informed decision to ensure the best outcome for the Client and business.
* Along with other customer services team members, be a central point of contact for all complaints that are made in Integrar, logging, investigating, evaluating, and managing each one to ensure that the firm handles all complaints in a systematic, fair, and transparent way.
* Evaluate each complaint and determine an appropriate course of action and, where appropriate, redress.
* Co-ordinate, lead, and manage all complaints in accordance with Integrar Complaints Handling Policy.
* Where appropriate, deliver training and feedback and ensure colleagues are aware of the Integrar Complaints Handling Policy and other associated complaint procedures.
* Ensure that all data and spreadsheets are kept up to date to provide all up-to-date information as requested by the Team Leader or Manager.
* Identify any trends or learning opportunities from complaints to improve future practice, including system issues.
* Report to the Customer Service Manager or Team Leaders/other Managers any issues when identifying complaints which may have a detrimental impact on the firm’s insurance policy and any potential SRA breaches.
* Manage the Data and GDPR Inbox and deal with all requests within the regulatory SLAs.
* Liaise and work with all other colleagues within the Customer Services Team and the Remortgage Active Teams as and when requested.
What does Knights offer?
* Be part of a One Team culture that promotes direct responsibility with an expectation to always deliver the best service possible for clients within a collegiate, team-based environment.
* Help change the way we all think about and deliver the future of legal and professional services in a friendly, caring business, with little (if any) hierarchy.
* Our culture of positivity and transparency provides a great platform for people to take their careers to the next level.
* Exceptional office environment and facilities at The Majestic in Leeds city centre.
* Excellent training and induction programme for all new starters; an engaging on-site training team will give you the skills and knowledge to succeed in your role.
* Great work-life balance with employee wellbeing and healthcare benefits.
* Excellent benefits package makes Knights a great place to work and includes 23 days annual leave, birthday gift vouchers, travel to work schemes, retailer discounts platform, healthcare, eyecare and dental, life assurance, discounted legal fees, pension, and share incentive plan.
What are we looking for in a candidate?
* Strong commitment to client care and to providing a friendly and helpful service.
* Excellent communication skills both verbally and via email, including an excellent standard of writing.
* Ability to keep calm and work under pressure, adapt to changing priorities, and handle a variety of duties to a high standard.
* Keen to work autonomously and manage your caseload within the guidelines of daily, weekly, and monthly task structures.
* Comfortable adapting to change and helping the team/other teams where required.
* Careful and methodical approach to work, ensuring that processes and procedures are followed accurately.
* Prior experience of customer service complaints roles is required; remortgage knowledge/experience is advantageous but not essential.
* Confident working in an environment with clear targets to achieve and strict deadlines/SLAs.
* Thrive in a team environment which is supportive, positive, and succeeds together.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
Industries
Legal Services and Law Practice
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