Complaints Administrator - Cardiff, United Kingdom - Aldermore Bank PLC

Aldermore Bank PLC
Aldermore Bank PLC
Verified Company
Cardiff, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description
We have a fantastic opportunity for a
Complaints Administrator to join our team in Cardiff.


This role will be responsible for managing a busy inbox, administration of spreadsheets, writing responses and raising complaints on the internal system.

The role requires liaising with customers, dealerships, Account Managers and third parties as well as internal colleagues and departments within the business.


The role is integral to proactively manage communications to ensure all regulatory timescales are met and customers are kept informed through various channels of communication.


What you will be doing:


  • Raising complaints within the Respond system.
  • Making outbound telephony calls at the customer's request, or when appropriate to support customer queries received via a correspondence format.
  • Ensuring that complaints received from digital channels are logged and recognized within a timely manner and customer dissatisfaction is recognized and addressed appropriately.
  • Providing first class administrative support to the Group Complaints Department by fully owning and supporting our customers through the complaint journey, along with helping and supporting colleagues as and when required within the department and business.
  • Assisting customers and other third parties with general queries, undertaking instructions received as appropriate in an accurate and timely manner. Resolve all queries to a satisfactory conclusion, referring more complex queries to relevant departments. In addition, support outbound telephony contact for adhoc tasks (non
- sales related), campaigns and customer contact exercises.

  • Providing any other additional administrative support to the Group Complaints Department where appropriate that may include, but are not exclusive to Digital communication.
  • Treating customers fairly and aim to deliver fair customer outcomes in all of our daytoday processes.
  • Ensuring that all systembased records are maintained in an accurate and timely manner (and ensure that data integrity is maintained at all times) as prescribed by regulatory, legislative and company procedures.
  • Ensuring that prompt and regular communication and support is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times, reporting exceptional matters to line management.

What you will bring to the team:

  • Previous experience in admin/customer service correspondence support role
  • Good IT skills specifically Excel
  • Excellent attention to detail
  • Good communication and interpersonal skills, both written and verbal
  • Passion to deliver exceptional service and add value
  • Good planning, organisation and time management skills
  • Good problemsolving skills
  • Strong teamwork ethic
  • Selfmotivated and enthusiastic and able to deliver quality work in a highpressure environment
  • Able to follow procedures and work within a regulated environment.
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