Customer Relations Specialist
£18.00 per hour - Inside IR35 - Umbrella Rate
Manchester, UK
Description
The Customer Relations team is a critical function handling complaints from customers through liaison with internal departments and external parties. The team is primarily responsible for:
* Handling customer complaints within strict regulatory time scales
* Working with a variety of external suppliers to resolve customer issues
* Working with the Financial Ombudsman regarding customer referrals
* Building close relationships with Ford Motor company and Customer Relationship Centre
* Ensure accurate reporting of Complaint Data
The Customer Relations Specialist is responsible for the effective day-to-day management of the team which includes a team of case handlers/Q&E. This is an important role ensuring Credit remains compliant with FCA Complaint Handling regulations. The Specialist prepares and presents regulatory reporting to senior management monthly by attending various forums such as the KRI forum, the Customer Support Quality Forum providing updates on Complaint trends and corrective actions.
Duties:
* Precise logging of complaints and production of accurate and timely regulatory complaint reports and associated commentary to be shared at Executive and Board level
* Accurate data capture, tracking and regulatory reporting of complaint expenditure and tax information for internal and external publication
* Attending complaints forums such as KRI/Quality Forum
* Provide support to the Department and to wider teams by addressing any gaps identified through complaint root cause analysis
* Regular liaison with the Legal and Compliance teams on complex matters and evolving legislation
* Logging and administration of invoices, purchase orders and suppler reviews from suppliers such as FOS, legal costs and the RAC
* Monthly reviews of all complaint cases with departmental Management
* Involvement in ad hoc meetings and projects to provide complaints data input
Experience & Qualifications
Essential:
* Previous experience in coaching, developing and managing team members
* Experience in analyzing and interpreting performance data and trends and preparing and delivering presentations to senior managers and external partners
* Experience in building strong working relations with internal and external stakeholders and suppliers (such as Financial Ombudsman, the team and senior mgmt.)
* Experience of strong communication skills with proven ability to influence and negotiate successful outcomes when handling customer dissatisfaction / escalation / complaints.
* Strong organisational skills with the ability to work to strict time deadlines and remain effective under pressure to prioritise personal tasks as well as those of the team
* A strong quality mind-set with attention to detail and understanding of the importance of maintaining internal controls and process adherence, particularly associated to regulator reporting
* Proficient in the use of Office applications and data validation (particularly Excel, PowerPoint
Desirable:
* Previous experience in Customer Support, Dealer Services
* Previous experience within a Customer Services/ Complaints/ Banking environment
* Previous experience of dealing with the Financial Ombudsman or external regulators
Excellent Opportunity
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