Customer Service Associate– Complaints
Posted on Jan 17, 2019 by Anonymous
Starting salary £17,500 rising to up to £19,500 after 12 months - plus a discretionary annual bonus subject to your performance.
Time for a new challenge? That's exactly what you'll get when you join the NewDay team as a Complaints Advisor in Morley (near Leeds).
If you've not heard of NewDay before, we're the people behind the credit cards that you get from all kinds of big brand names - the likes of Amazon, TUI, Debenhams, Topshop, Topman, House of Fraser, Laura Ashley, Burton and Miss Selfridge. And we offer our own brands of credit cards too. It's a challenging, fast-paced, supportive place to work; situated in our modern, comfortable call centre in Morley where you'll have all the support and opportunities you need to reach your full potential.
Joining our Complaints Team, you'll be responsible for the successful resolution of complaints made to NewDay via multiple media channels. Working within FCA and financial industry guidelines, you'll use excellent negotiation skills and a wide knowledge of our business to find fair outcomes for customers. Complaints are a great opportunity for us to restore our customer's faith in our organisation so we are looking for individuals who are as passionate as we are about driving this forward.
You'll receive a starting salary of £17,500. You'll have the opportunity to increase your salary to up to £18,500 after 6 months, then up to £19,500 after 12 months through our development programme, ASPIRE. On top of this, there's a discretionary annual bonus of 7.5% of your salary. You'll also enjoy a fantastic benefits package including 26 days holiday (plus bank holidays), private medical and life assurance, and discounts on 8000 high street stores, cinemas, gyms and retailers, and a whole lot more. We also have an onsite canteen, free parking and a free bus service.
What to expect
You'll be responding to complaints made via phone calls, emails and letters, understanding each complaint in detail and then looking for the best way to service the customer with an appropriate resolution for everyone. As well as escalating complaints to the right level where necessary, we want you to be empowered to maximise our opportunity to delight the customer within the 3 day FCA guidelines to prevent further regulatory escalations and unnecessary delays in our complaint handling.
You'll be building relationships with key stakeholders in the business, managing escalations from the contact centre to managers and providing feedback from management to all customer-facing staff on a regular basis. You'll also be expected to identify process improvement and root cause analysis opportunities that result in more efficient complaints resolution and you'll identify situations that result in complaint to help reduce complaints in these area in the future. You'll work fixed shifts, 37.5 hours per week over 5 days between the hours of 08:00 - 21:00 with one weekend day as part of your shift pattern.
What you'll need
We're looking for candidates with experience of working in a similar Complaints role. As you'll be dealing with customers who have gone out of their way to let us know they have a suggestion or are unhappy, you'll need to have excellent people and communication skills. You'll be a skilled negotiator who can empathise with customers whilst being firm and informative. You'll be used to handling multiple customer cases at the same time and you'll be able to work well in challenging situations such as complaint calls.
You'll also need to be highly organised with great attention to detail, using your listening and recording skills to ensure details are taken accurately. You'll be target focused and committed to finding a solution to every complaint made.
An awareness of TCF, FCA and regulation requirements within the financial industry and knowledge of specialist areas including Section 75, Fraud, Collections Strategies is highly desirable. Because of the nature of what we do, you'll also need to pass a credit, criminal record and fraud database check.
Sounds like somewhere you'd like to work? We'd love to hear from you. Find out more and apply today using the button below