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Back to jobs Specialist Customer Relations Officer
  • Loughton, Essex
  • £25,000 to £27,000
  • (Permanent)
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This fast-growing internet finance company provides an alternative to high street lending by offering instant solutions that help manage consumers short term financial needs. Consumers voted the company the best short term loan provider and customer service champion in 2016 and customer service champion in 2017 through the Smart Money People Consumer Credit Awards. This company has over 21,000 customer reviews on leading review websites.

Main Purpose of the Role:

To be part of the complaints team, managing the resolution of Claims Management Complaints. The role involves looking at ways to introduce new processes and practices that will support the right customer and business outcomes. This would require an enthusiastic, organised individual with a can do attitude.

Main Duties and Responsibilities:

- To monitor and report on complaints received via a Claims Management Company (CMC) to the CMC Group
- Manage all communications and tracking of CMC activities including:
- Compose CMC responses both to the CMC and customer responses
- Tracking all CMC complaints, responses and correspondence (both direct and through Legal)
- Arranging CMC Group meetings and coordinating resulting actions
- Mange the visual active CMCs by keeping displays up to date and relevant
- Meet changing needs and requirements
- Help resolve issues and solve problems relating to CMC activities
- Understand the customer journey for those who complain through a CMC
- Stay up to date with news, regulations and future changes regarding CMCs

This is a great and varied role, not a one-dimensional role, which requires quick “outside of the box” thinking and willingness to learn.

This is a summary of the role and the employee is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.

Person Specification/Skills/Education and Attributes:

The ideal candidate will be adaptable, self-motivated, and possess excellent customer service skills to ensure a high quality of service is maintained. Successful candidates will also have:
- GCSE grade C or above in English and Maths
- Excellent verbal and written communication skills
- Strong organisational skills
- High attention to detail
- Well motivated and proactive with the ability to work without supervision
- Strong Customer Service focus
- A team player who can demonstrate initiative
- Strong knowledge of Microsoft Office (Excel and Word)
- Experience of working within the financial services sector with familiarity with the FCA is desirable but not essential

If you are interested in applying for the Specialist Customer Relations Officer role, please send your CV.