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Customer Care Consultant

Customer Care Consultant

  • Location Northampton Administration Centre, East Midlands
  • Competitive
  • Contract type Permanent
  • Closing date 22/03/2018
  • Ref R002202734
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We need:
• A Customer Care Consultant, to work in our Complaint teams
• Based in Northampton Admin centre
• £17,507 - £25, 288 per annum on a permanent, full-time contract

We’re looking for someone that’s passionate 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

You’ll be clearly customer focused and able to build quick relationships with internal and external customers, whilst being able to manage and prioritise your own workload and make decisions.

As a minimum requirement you’ll:
• 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:
• In depth knowledge of the systems and processes in place
• Worklist and time management experience
• An awareness of complaints procedures, training and competency frameworks and FOS
• have good understanding of the Financial Industry
• Product knowledge

What you'll be doing

Working in an office environment you'll be responsible for taking ownership of customer complaint's that has 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 a Healthcare scheme
• Access to an annual performance related bonus scheme

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