Member Relations Consultant

Member Relations Consultant

  • Location Northampton Administration Centre, East Midlands
  • Salary £19,647 - £28,379
  • Contract type Permanent
  • Closing date 25/01/2019
  • Ref R002203230
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Introduction

We need:

• Member Relations Consultant, to work in our Complaint teams
• Based in our Northampton Administration Centre
• Starting salary £19,647 per annum on a permanent, full-time contract

We’re looking for consultants who areassionate about Customer Service to join the Complaints Team to investigate and resolve customer complaints to ensure a fair customer outcome.

Who we're looking for

Working in an office environment, you'll be responsible for taking ownership of customer complaints that have been registered via a variety of channels such as email or branch contact to reach a fair outcome for the Customer and Nationwide.

Handling your own allocated work list, you'll need to:
• Have experience in complaint handling
• Have a high level of attention to detail
• Have experience of working with Microsoft Office
• Be customer focused and effectively be able to build relationships
• Have good negotiation and listening skills
• Be proactive and comfortable in making decisions
• Good analytical and research skills


It would be nice if you also had:
• Worklist and time management experience
• Have good understanding of the Financial Industry

What you'll be doing

Working in an office environment, you'll be responsible for taking ownership of customer complaints that have been registered via a variety of channels such as email or branch contact to reach a fair outcome for the Customer and Nationwide.

Handling your own allocated work list, you'll need to:
• Facilitate the collection of all necessary information from customers and other business areas to assess complaint issue raised.
• Restore customer confidence through effective communication and resolution of complaints
• Investigate information and identify suitable customer and business solutions in a timely manner
• Enter data through the complaints system ensuring that all data is inputted correctly and that efficient and accurate customer records are maintained
• Evidence that every complaint has been fully investigated and documented and explain the rationale behind the decision made
• Identify financial/emotional impacts incurred by customers and sanction compensation payments in adherence to local customer detriment mandate
• Share ideas that could improve the customer experience and highlight any process discrepancies

Apply now

The extras you'll get

If you put a lot in, it’s only fair you should get a lot out. So if you help us do the right thing for our members, we’ll help further your career with us.

As part of our team you’ll get:
• Access to training to help you progress and develop your technical skills and career
• Pension scheme where if you pay in 7% we’ll top it up to 23%
• Life assurance worth 8x your salary
• 24 days’ holiday plus bank holidays
• The ability to 'buy’ up to 10 days more holiday
• Flexible benefits scheme giving you access to discount vouchers at various retail outlets
• Access to an annual performance related bonus scheme

Inside Nationwide

Inside Nationwide

Nationwide Locations

Nationwide Locations

Work with PRIDE

Work with PRIDE