Job Specification

Position: Financial Resolutions Advisor

Location: Chester

Hours: 37.5 Hours Monday - Friday between 8.00am-5.00pm

Contract: Permanent

Salary: £27,000p/a

HRGO are looking to recruit a Resolution Advisor to join a fast paced and energetic office with an immediate start. You will be required to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible whilst providing exceptional Customer Service.This is a fantastic role to work within a great team and an ever-growing business.

Responsibilities

Handle inbound and outbound telephone calls into the complaints team. This will include calls from customers as well as regulatory bodies including the Financial Ombudsman Service

Manage individual workload of complaints ensuring work is completed, responding to complaints within the internal service level and within regulatory timescales

Ensure new complaints are recorded accurately on the relevant systems, including contact information and necessary actions

Make correct, informed decisions about whether a complaint is justified or unjustified and what action should be taken, taking a commercial view where necessary

Ensure any offer of settlement or redress is fully supported with documentary evidence

Ensure all correspondence and telephone contact is clear, concise, and accurate

Demonstrate ability to identify Vulnerable Customers and deal with them appropriately

Root Cause analysis should be reviewed regularly to ensure our processes do not create any barriers along the customer journey

Skills/Experience

Fully computer literate

Ability to address multiple demands without losing focus

Analytical and logical approach

Excellent telephony and communication skills

Working under pressure, often to tight deadlines and excellent problem-solving skills

To work on own initiative, possess personal drive and self-motivation

Knowledge of common vehicle issues and hire purchase agreements

Due to the nature of the business all applicants will be DBS and Credit Checked as part of the selection process.

Should this be of interest please call Nicola at HR GO recruitment for more information on (phone number removed) or email (url removed)