Job Title: Customer Resolution Professional
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent
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The Role:
As a Customer Resolution Professional, you will provide personalised, top-quality support that fits each customer's unique situation. You'll stay aligned with key regulations like FCA, DISP, and Consumer Duty standards-always acting with care, professionalism, and attention to detail. It's about doing right by the customer, following policy, and making every interaction count.
Key Responsibilities:
1. Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
2. Achieve 'Competent' status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
3. Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
4. Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
5. Manage custo...