Company: Oxbury Bank Plc
Location: Chester, United Kingdom
Employment Type: Full-time
Description:
About the Role
Working as part of our operations team in our Chester office your main function will be to handle and investigate complaints, ensuring all complaints are acknowledged promptly and handled professionally.
Your excellent critical thinking skills and communication skills will be crucial as you will speak with customers directly, third parties or internal stakeholders as part of your investigations.
Your focus will be on resolving customer issues efficiently, within the required times, while maintaining a strong emphasis on customer resolution.
Role Responsibilities
• Investigate and resolve customer complaints, delivering fair outcomes in line with regulatory requirements.
• You will be responsible for the investigation, resolution, and reporting of customer complaints, gathering appropriate documentation and recording information correctly.
• Progress complaints within agreed timescales, recording information relating to the complaint accurately.
• Conduct root cause… analysis to identify trends, suggest process improvements and communicate lessons learnt.
• Effective communication skills, both written and verbal, and the ability to tailor communication to a variety of audiences.
• Understand the background of each complaint, do the required investigations with the provided tools, and respond appropriately.
• Work closely with internal and external stakeholders including compliance and IT.
• Undergo the required training and regulatory training, applying it in your role where necessary.
• A flexible approach providing cover and assistance around the business as required which will include cross training on other tasks in the Specialist Team.
• Contribute to the development of a diverse and inclusive culture.
Required Skills / Experience
• Previous experience within a customer service/complaint handling role within a regulated environment.
• The ability to build relationships and rapport with customers.
• Excellent verbal and written communication skills.
• Excellent listening skills.
• Reliable, honest and can contribute to create a thriving culture.
Desirable Skills / Experience
• Knowledge of regulatory policies within the financial services sector.
Able to demonstrate how you can identify trends and improvements.
• Able to work in a fast-paced environment where change is embraced
Source: LinkedIn
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