Customer Relations Advisor - Leighton Buzzard, United Kingdom - Connells Group

Connells Group

Verified Company

Leighton Buzzard, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

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 DISP.
Confidentially communicate with customers both verbally and in writing, ensuring that the customer has a full understanding of the matter.
Contact the Mortgage Consultant and their Sales Manager for their comments in support of a complaint investigation and provide feedback outlining your conclusions from your investigation
Ensure that accurate records 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, in accordance with the team's training & competency scheme.
Take ownership for continuing professional development, be prepared for all scheduled training and approach this in a positive manner.
Actively participate in all scheduled meetings, such as weekly & quarterly team meetings and monthly 121 meetings with the Senior Customer Relations Adviser.
Provide support to other team members by undertaking any other duties as required

Qualifications/Experience

Required:

Appropriate mortgage examination qualification (CF, CeMAP)* and
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 and Attributes

Numerate, literate, accurate and detail conscious
IT literate and familiar with Microsoft Office, primarily word & excel
Excellent communication skills, both written and verbal, and the ability to deal confidently and professionally with internal and external customers
An ability to work under pressure and to deadlines
Adopt a flexible approach whilst also 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:
CF00086