Customer Service Advisor

Posted 3 months ago by Julie Rose Recruitment
Location Dartford Job Type Full Time - Permanent
Salary Competitive salary and excellent benefits plus bonus Sector Financial Services

Customer Service Advisor (Complaints)

Our client is looking for a Customer Service Advisor to join their ever-growing team. You will need experience of dealing with customers over the phone, handling objections and complaints.

Duties for the Customer Service Advisor:
• Accurate capture and registration of complaints, ensuring all internal processes and procedures are adhered to until the complaint is finalised
• Working with customers to understand the complaint and ensure the right solutions are sought
• Taking ownership of the allocated cases from initial registration and keeping customers up-to-speed with progress through to finalisation
• Escalating challenging cases to the Manager in a timely manner (particularly where legal advice may be required)
• Delivering a best in class customer experience in line with the Company Vision, Mission and Core Values
• Working within a team environment, building relationships and rapport with both colleagues and customers
• Ensuring compliance with appropriate legislation and regulatory bodies and adhering to Company’s policies and procedures
• Assisting in the continuous development and implementation of systems, procedures and policies for complaints
• Overcoming barriers to acceptance using developed interpersonal and communication skills
• Participating in the reporting of and learning from complaints including - trend analysis, providing feedback/reports to the relevant departments, participation in ongoing programmes of training and development in relation to the complaint handling processes
• Written and telephonic liaison with various parties during the execution of duties, and tailoring our communication to the party we are liaising with

Personal Spec for the Customer Service Advisor:

  • At least 6 months experience with complaints
  • Exceptional communication and problem-solving skills
  • Ability to remain calm under pressure and professional at all times
  • Inquisitive, a good listener and solution provider
  • Tactful and yet assertive, with strong negotiation skills
  • Ability to work to tight deadlines
  • Numerate (to explain payments, financial terms etc)
  • Must be able to work well as part of a team or as an individual
  • Ideally from an FCA or highly regulated background

Hours: 9am – 6pm
Benefits: Pension, insurances and annual bonus

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Julie Rose Recruitment


Julie Rose Recruitment provides an efficient and reliable recruitment service. Based in Bromley, Kent, we supply permanent, temporary and contract staff of the highest calibre, as well as providing...

Live Jobs: 46 - View all Jobs
Sector Specialisms: Accountancy, Admin/Secretarial, Call Centre, Customer Service, Financial Services, Human Resources
Office Location: 187 Petts Wood Road, Orpington, Kent BR5 1JZ
Phone Number: 0800 779 7673