Job Description



CUSTOMER SERVICE ADMINISTRATOR - POOLE - £18,000 - MATERNITY COVERYou will support the business with end to end complaints, compliance and customer service process, providing timely and accurate responses to complaints and other methods of customer service. You will often be acting as the face of the organisation, speaking to customers over the phone and communicating with them in writing. A key part of the role will involve investigating complaints; making fair and reasonable decisions about whether to uphold the complaint; and then communicating those decisions to our customers.Main Tasks of Job• Responding promptly to queries and questions, whether incoming via telephone or email• Improving the overall customer relationships, ensuring that complaints are acknowledged promptly and responded to within set time limits, systematically and fairly• Upholding the ‘Treating Customers Fairly’ policy for the business• Keeping accurate and consistent records of investigations and decision making in line with industry best practice standards• Supporting the Student Services Manager to maintain the Financial Ombudsman Service relationship• Monitoring and responding to reviews given on FeefoEssential skills:• Exceptional focus aimed at delivering positive customer service outcomes• Excellent interpersonal skills• Strong attention to detail.• Fresh thinking, action-oriented, service-obsessed, team player• Proven track record of delivering customer focussed outcomes in a regulatory environment• Excellent written and oral communication skills (including telephone, Word, Excel, PowerPoint skills)• Strong analytical, evaluative, and problem-solving abilities• Team Player• Excellent communication skills both written and verbal