Complaints Resolution Advisor - Salford, United Kingdom - Phillips & Cohen Associates

Phillips & Cohen Associates

Verified Company

Salford, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The role of the Complaint Resolution Advisor requires great attention to detail and excellent communication skills both written and verbal.

Working in a compliance driven Call Centre environment, you will need to be a self-motivated, articulate communicator, professional, having excellent IT skills.

The Company
Phillips & Cohen Associates are the world's market leader in the highly specialised area of probate debt recovery.

Our continued expansion creates significant opportunities for promotion in a variety of roles and our excellent training means that you will have the necessary skills to progress.

This is reflected in various awards we have achieved including Investors in People, Treating Customers Fairly, ICM DCA of the year and the Customer Service Excellence award.

Responsibilities

Day to day deescalation of customer concerns and complaints through inbound and outbound telephone calls and written confirmation of the outcome of the complaint to the customer.
Reporting the resolution and / or escalation to the compliance team through excel reporting
Raising trends and similarities in concerns and complaints with key internal and external stakeholders.
Compiling complaint reports for internal and external stakeholders
Other complaint related project work as required from time to time
Providing feedback as required
Conducting analysis of complaints received
Assisting the Customer Services Manager with related reports
Attending client audits to discuss results of complaints and trends
To support the business with complaint related questions and queries as they arise
Assisting the Customer Services Manager with reports and any other activities as required

Other Skills, Knowledge and Abilities:

Strong listening and the ability to empathise and understand customer feedback
Clear and concise written and spoken communication skills
Flexible and ability to prioritise workload according to challenging deadlines
Ability to work well under pressure in a highly regulated environment
Ability to provide and receive constructive feedback
Ability to engage with stakeholders at all levels
Analyse information, conduct trend analysis and report findings
A compassionate and mature approach
Ability to make confident decisions

Education and Experience

Essential_
Experience of responding to customer complaints or queries by telephone and in writing within a FCA or other regulated environment
Experience of analysing data and presenting results in written reports
Demonstrating the ability to manage your time effectively and prioritise tasks
GCSE Grade 'C' or above in English Language
Computer literate
Preferred but not essential:_
Working in a Complaint department within the Consumer Credit industry or Financial Services industry
Writing reports to clients and internal stakeholders
Conducting trend analysis
Educated to degree level or equivalent

What's in it for you?

Secure reserved car parking space and excellent transport links
31 days holidays per year including 8 bank holidays

Healthcare Scheme

Company pension plan
Life Assurance
Salary Sacrifice Schemes
Various discounts and other incentives* _Qualifying period applies_

Working Pattern hours per week based on a shift rota
Monday - Thursday (Alternating 8am-4pm and 12pm-8pm)

Friday (Alternating 8am-3.30pm and 10am-5.30pm)

Saturday (9am-1pm - working one in four Saturdays)