* Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales.
* Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties.
* Conduct the root cause analysis of complaints to identify any process improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place
* Handle any Financial Ombudsman cases and queries received by providing accurate and professional responses to defend GP’s position
* Strong customer service skills and the ability to maintain and build relationships
* Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process
* Ability to build and maintain strong, productive relationships.
* Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required. This is a ‘shop window’ and our reputation is at stake.
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