Customer Relations Advisor (Complaints)

Call Centre and Customer Service
Job Type: Permanent
Location: Dartford

£23000 - £25000 per annum
Posted on:
July 8, 2019
Complaints Call Centre Financial Services
Phone: 01277889373
Url :


Our Clients a very well established Financial Services comapny are currently recruiting for a Customer Relations Advisor to join their growing team.

You will be working with customers to understand their complaints and ensure speedy resolution whilst delivering a best in class customer experience (in line with the Company Vision, Mission and Core Values). Also ensuring that the company is kept up-to-speed with learnings resulting from complaints as appropriate.


  • Accurate capture and registration of complaints, ensuring all internal processes and procedures are adhered to until the complaint is finalised

  • Working with customers to understand complaint and ensure the right solutions are sought

  • Taking ownership of the allocated cases from initial registration and keeping customer up-to-speed with progress through to finalisation

  • Escalating challenging cases to Manager in a timely manner (particularly where legal advice may be required)

  • Delivering a best in class customer experience in line with the Company Vision, Mission and Core Values

  • Working within a team environment, building relationships and rapport with both colleagues and customers

  • Ensuring compliance with appropriate legislation and regulatory bodies and adhering to company policies and procedures

  • Assisting in the continuous development and implementation of systems, procedures and policies for complaints

  • Overcoming barriers to acceptance using developed interpersonal and communication skills


  • Previous experience within a regulated, financial complaints handling environment
  • Exceptional communication and problem solving skills
  • Ability to remain calm under pressure
  • Inquisitive, a good listener and solution provider
  • Tactful and yet assertive, with strong negotiation skills

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