Administrator
Monday – Friday, 9.00am – 5.30pm
Hybrid working (3 days in office, 2 from home)
West Kent
My client is a leading Financial Services company based in West Kent and is looking for a skilled administrator with excellent interpersonal skills to join them.
This role is within the complaints team, responding to timely and accurate administration of complaints received by the company.
Duties include:
1. Acknowledge all customer commission queries within regulatory timeframes.
2. Manage all aspects of the CMC process for commission and affordability complaints, including acknowledgements, 20-day letters, and Final Response Letters.
3. Support the Complaints Team Leader with ad hoc tasks.
4. Help the Complaints Team with daily tasks, such as collating FOS files and acknowledging customer calls, when workload permits.
5. Collaborate with the team to ensure all complaints are thoroughly investigated within regulatory timeframes.
6. Establish telephone contact with customers to understand their complaints and expedite fair outcomes.
7. Handle all complaints with the highest standard of customer care.
8. Build strong relationships with third-party service providers, dealer networks, and the sales team to resolve quality concerns.
9. Maintain the complaints database with accurate and relevant information.
10. Assist customers with updates on ongoing complaints or record new complaints for handling.
11. Present the company professionally and maintain confidentiality.
12. Ensure electronic and paper filing is always up-to-date and organized.
13. Communicate effectively and build sustainable relationships with internal departments and field staff.
The successful candidate must have/be:
14. Strong interpersonal skills
15. Proficient in MS Office
16. Meticulous attention to detail
17. Excellent verbal and written communication skills
This role is being handled by Holly Ensoll, Business Support Consultant for Pearson Whiffin Recruitment.