Customer Service Advisor - #2133263

Customer Relations Agent

• Location: Cardiff
• Job Type: Full-time - Temporary
• Salary: £13.08 - £17.50 p/h

We are seeking a dedicated Customer Relations Agent to join our dynamic team. This role involves handling a variety of customer complaints and disputes, ensuring all issues are resolved within regulatory timescales and in compliance with industry standards. The ideal candidate will have a strong background in customer service within a financial environment and a thorough understanding of regulatory requirements.

Day-to-day of the role:

• Analyse complaints to assess potential risks and escalate possible regulatory breaches or operational incidents.
• Investigate complaints thoroughly in conjunction with third parties such as motor dealers and other internal teams.
• Manage Data Subject Access Requests from customers and third parties, ensuring accurate data gathering, compilation, verification, redaction, and dispatch.
• Maintain precise records of complaint progress and outcomes using the complaints management system.
• Ensure timely responses to complaints within regulatory timescales.
• Analyse and communicate complaint trends to the management team for Root Cause Analysis.
• Provide recommendations for process, product, or system improvements based on customer feedback and analysis.
• Serve as a reference point for other department members regarding complaint-related tasks.
• Demonstrate flexibility to work across different areas of the department as required by workload variations.

Required Skills & Qualifications:

• 5 GCSEs at grades A-C, including Maths and English.
• Strong understanding of the regulatory landscape, including CONC, DISP, and the Consumer Credit Act.
• Proven experience in a customer services environment, preferably within finance.
• Experience in handling complex financial data/ledger.
• Excellent communication skills, capable of engaging with all levels of colleagues and customers.
• Experience in complaint handling within a financial environment is desirable.
• Strong decision-making skills and attention to detail.

Benefits:

• [Please specify benefits, e.g., healthcare, pension, etc.]

Career Path:

• This position is ideal for individuals previously in roles such as Customer Services Call Centre Advisor or Customer Services Administration Advisor.
• Potential career progression includes roles such as Customer Relations Specialist, Customer Relations Team Manager, or Contact Centre Team Leader.

To apply for the Customer Relations Agent position, please submit your CV and click apply.