Complaints Specialist - Stoke Poges, United Kingdom - Siemens

Siemens

Verified Company

Stoke Poges, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

You will work as a Complaints Specialist as part of the Customer Relations team to provide evidence based dispute resolution for both Customers and Partners.

This role is within the Operations department and provides enhanced levels of customer service for customers with more complex concerns or disputes.

Where a dispute involves one of our partners, we will mediate between the two parties to reach a mutually acceptable resolution.

You'll make a difference by:

To investigate all customer disputes in a fair and impartial manner.
To use an evidence based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.
To work with colleagues in other departments to find appropriate solutions to all customer disputes, keeping the TCF guidelines foremost at all times.
Ensure Customer Records are kept up to date and accurate.
Proactively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods.
In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer's experience and lead to business efficiencies.
To be able to work to industry and regulatory guidelines and time frames.

You're excited to build on your existing expertise, including:

Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.
Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment.
Experience of complaint management or dispute resolution.
Experience in using Microsoft Office packages.
Excellent Communication skills both verbal and written.
Good organisational and time management skills.
Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable.

About Us
At SFS, our people are our most important asset, and what matters to them matters to us. We are committed to driving positive change in society and the workplace. Watch our video to find out more

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society.

Come bring your authentic self and create a better tomorrow with us.

We offer a competitive salary, quarterly bonus, 26 days holiday, private healthcare, generous pension and other additional benefits. We celebrate that our employees are individuals and have different wants and needs.

With this in mind, we have a flexible benefits scheme where you can tailor our benefits package to suit you.

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