What you’ll be doing
as a Customer Guarantee Scheme Advisor
1. Process customer payments in line with regulatory obligations and the Customer Guarantee Scheme (CGS), maintaining accurate and auditable records across corporate systems and tracking tools.
2. Respond to customer queries over the phone and through written correspondence, using both standard and tailored letters to explain entitlements or resolve payment-related questions.
3. Investigate and analyse CGS payment requests from other business areas and the public, ensuring fair outcomes and compliance with company policy.
4. Review compliance failures identified within the CGS Payments Team, completing necessary amendments and ensuring a clear audit trail.
5. Support continuous improvement by highlighting recurring drivers of CGS payments to management, assisting with data reconciliation activities (weekly, monthly and annually) to improve accuracy and customer experience.
Base Locations: Hybrid - Kemble Court, RG2 6AD or Hybrid - Walnut Court - SN2 8BN
Working Pattern: 36 hours per week
What you should bring to the role:
6. Strong Excel skills, including the use of basic formulas and functions such as VLOOKUP to analyse and manage data effectively.
7. Proven experience in accurate data entry and reporting, providing reliable performance information for senior management and external stakeholders.
8. Solid numeracy skills with attention to detail; experience in accounting or reconciliation processes would be an advantage.
9. You will be comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. As this is a very small team, a positive demeanour and being a good team player are essential qualities.
What’s in it for you?
10. This role will be paid from £24,800 to £31,000 per annum, depending on skills and experience.
11. 24 days holiday per year, increasing to 28 with the length of service. (Plus bank holidays)
12. Generous Pension Scheme through AON.
13. Performance-related pay plan directly linked to company performance measures and targets.
14. Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.