Job Description
Our client is looking for a proactive and empathetic Customer Resolutions Administrator to join their team and support the delivery of a seamless complaints handling and resolution process. The ideal candidate will be responsible for investigating customer concerns, coordinating timely responses, and ensuring that outcomes are fair, compliant, and reflective of the organisation’s commitment to excellent customer service. This role suits someone with strong communication skills, a calm and professional manner, and a passion for problem-solving in a regulated environment.
Key Responsibilities:
- Log, monitor, and manage the end-to-end resolution of customer complaints, ensuring they are handled in accordance with internal procedures and regulatory standards.
- Liaise with internal departments to gather information, investigate issues, and provide clear and well-documented responses to customers.
- Maintain accurate and up-to-date records of all complaints and correspondence, adhering to data protection laws and FCA guidelines.
- Ensure all complaints are resolved within agreed timeframes, escalating complex issues when necessary.
- Identify trends in complaints data and work with management to implement service improvements.
- Prepare regular reports and summaries for management, regulators, and auditors.
- Support the ongoing development of complaints handling procedures, policies, and training materials.
- Demonstrate empathy, professionalism, and discretion in all customer interactions.
Key Requirements:
- Experience in a customer service, complaints, or administrative role, ideally within financial services or another regulated sector.
- Strong communication skills with the ability to write clear, concise, and professional responses.
- Excellent attention to detail and the ability to manage sensitive information appropriately.
- A calm and composed attitude when dealing with difficult or emotional situations.
- Understanding of UK regulatory frameworks such as FCA principles and Treating Customers Fairly (TCF) is desirable.
- Proficiency in Microsoft Office and experience working with CRM or case management systems.
- Strong organisational skills and the ability to prioritise tasks effectively.