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Complaints Specialist

Job Description

You will work as a Complaints Specialist as part of the Customer Relations team to provide evidence based dispute resolution for both Customers and Partners. This role is within the Operations department and provides enhanced levels of customer service for customers with more complex concerns or disputes. Where a dispute involves one of our partners, we will mediate between the two parties to reach a mutually acceptable resolution.

Key Accountabilities:

 

  • Effectively liaise with internal and external customers by telephone, letter and e-mail in response to complaints or disputes.
  • To investigate all customer disputes in a fair and impartial manner.
  • To use an evidence based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.
  • To work with colleagues in other departments to find appropriate solutions to all customer disputes, keeping the TCF guidelines foremost at all times.  
  • Ensure Customer Records are kept up to date and accurate. 
  • Pro-actively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods. 
  • In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer’s experience and lead to business efficiencies.
  • To be able to work to industry and regulatory guidelines and time frames.

                                                                                                                   

What will you bring to the role?

 

·       Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.

·       Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment.

·       Experience of complaint management or dispute resolution.

·       Experience in using Microsoft Office packages.                                                             

·       Excellent Communication skills – both verbal and written.

·       Good organisational and time management skills.

·       Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable.


About Us

At SFS, we provide financial solutions to enable our customers to invest in new technologies, improve cash flow, and realise large projects. We finance cutting edge technology and machinery to drive digital transformation and competitiveness. Find out more about Siemens Financial Services in this short video: https://www.youtube.com/watch?v=oX_xm-m2NxU 

Our compensation package includes a competitive salary, holiday allowance, pension and other additional benefits. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you. We offer 26 days holiday (which increases with service), up to 10% pension contribution match and employee discounts just to name a few.

We welcome the opportunity to discuss flexibility requirements with you. If you require any reasonable adjustments to be made to enable you to participate in the recruitment process, please let us know.


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Organization: Siemens Financial Services

Company: Siemens Financial Services Ltd.

Experience Level: not defined

Full / Part time: Full-time

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