As a  Customer Service & Complaints Assistant  you will ensure that incoming customer queries and complaints are answered within SLA and in line with company policies, efficiently and effectively, promoting customer satisfaction at all times. 

Typically you’ll speak to customers over the phone, chat and email, managing and solving general queries and complaints for our customers - your passion for delivering excellent customer service will shine through the interactions you have!

Further duties will include:

• Answers queries and complaints from customers and business partners within agreed SLAs.
• Investigates and helps determine the cause of issues, resolving and recording all queries and complaints in line with company and FCA guidelines.
• Undertakes complaints handling training and/or coaching for continuous improvement.
• Develops and maintains knowledge of products and services offered by the company and its business partners.
• Taking additional responsibilities as and when required by your manager. 
• Contribute to, and follow at all times, the firm’s policy on Treating Customers Fairly and be a role model for the company values.

• Acts as a role model for the organisational values.
  

Essential skills and experience

• Great interpersonal skills - you’ll be able to demonstrate experience of handling customer expectations and offering resolutions confidently and will also have phenomenal written communication skills being able to deliver communications over email and letters to customers.
• Customer service - you’ll have experience of working in a role where your primary focus has been delivering excellent service to customers, we’re very open to backgrounds and some of our best Agents have come from customer facing roles within hospitality, contact centres and retail!
• Adaptability - you’ll be able to demonstrate adaptability to cater to different customer needs.
• Problem solving - you’ll demonstrate the ability to approach problems logically and with good judgement to ensure the appropriate customer outcome.
• Ability to work on own initiative and have a logical and methodical approach to work. 
• Being proactive with excellent organisational and time management skills.
• Experience working to deadlines and SLA’s
• Excellent communication and written skills