Customer Relations Advisor - Linslade, United Kingdom - Connells Group

Connells Group

Verified Company

Linslade, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

We are recruiting for a Customer Relations Advisor to join our team in Leighton Buzzard.

The main purpose of this role is to support the mortgage services business by independently and impartially completing high quality investigations of customer's complaints with the overall objective of ensuring that the customer has received a fair and positive outcome.

Where appropriate offer suitable redress or arrange for remedial action to be completed to address the complaint, in accordance with the Customer Relations Team processes & procedures.

Where redress or remedial is accepted by a customer ensure that this action is arranged and completed within a reasonable time.

On successful completion of the Customer Relations Team induction course be familiar with the Financial Conduct Authority's Dispute Resolution Rules (DISP) and ensure that these principles are applied when handling customer complaints.

Understand the Group's commitment to achieving fair outcomes for customers and seek to achieve this in all dealings with customers.

Key Activities:

As directed by the Senior Customer Relations Adviser thoroughly investigate and correctly resolve regulated mortgage and insurance complaints, in accordance with the current Group standards and the FCA Dispute Resolution Rules (DISP).
Confidentially communicate with customers ensuring that the customer has a full understanding of the matter. Ensure that the principles of TCF (Treating Customers Fairly) are embraced in all dealings with customers.
Contact the relevant Mortgage Consultant and their Sales Manager to initially request their comments in support of a complaint investigation and provide feedback outlining your conclusions from your investigation and any development areas to reduce the risk of future poor customer outcomes.
Ensure that records of complaint investigations are maintained on the internal complaints system as well as copies of all documentation and information used in support of your investigation.
Respond positively and act upon feedback received from the Head of Customer Relations, Senior Customer Relations Adviser and Compliance reviews in order to maintain competency in the role.
Take ownership and responsibility for continuing professional development, be appropriately prepared for all scheduled training and approach this in a positive manner.
Participate in all scheduled meetings, such as weekly & quarterly team meetings and monthly 121 meetings with the Senior Customer Relations Adviser.
Provide support and assistance to other team members and line management by undertaking any other duties as required in order to meet the aims and objectives of the Quality Assurance department and the business in general, and as directed by the Senior Customer Relations Adviser.

Qualifications/Experience:

Appropriate mortgage examination qualification (CF, CeMAP)
Appropriate complaints handling examination qualification or a minimum of 1 years' experience in a regulated mortgage/insurance complaint handling role is preferable.
Able to meet the Group's Fitness & Propriety requirements

Skills/Attributes:

Numerate, literate, accurate and detail conscious
IT literate and familiar with Microsoft Office
Excellent communication skills, both written and verbal, and the ability to deal confidently and professionally with internal and external customers
Able to work under pressure and to deadlines, as well as having an ability to adopt a flexible approach whilst maintaining the quality of work throughout
Able to work effectively as part of a team
Highly motivated
Excellent customer service skills
Selfmotivated and able to demonstrate a positive "cando" attitude

Job Reference:
CF00201