Customer Advocate

Role Overview:

The Client Services role is ensuring effective complaints management and customer satisfaction. Excellent communication skills are required for this role and someone coming from a banking background will be of interest. This is a 3-month contract daily rate position that has potential to be extended.

Responsibilities:

• Investigate and resolve complaints, adhering to regulatory standards and internal SLAs.
• Perform monthly customer analysis to identify strengths and areas for improvement.
• Lead change initiatives in systems, processes, and procedures.
• Ensure action on Customer Satisfaction results and appropriate remediation.
• Oversee the Vulnerable Framework to ensure fair customer treatment.
• Act as Dual Credit Authority, ensuring customer arrangements align with strategy.
• Manage centralized inboxes and trackers in line with SLAs.

Skills & Requirements:

• Experience in complaints handling/investigation/mortgages within a regulated environment will be of specific interest
• Excellent communication and stakeholder management.
• Ability to work under pressure in a fast-paced setting.
• Strong organizational skills and attention to detail.
• Ideally QFA qualified or minimum APA required.
• Emphasis on treating customers fairly and effectively resolving queries.