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Customer Service Advisor

Customer Service Advisor

Job Title: Customer Service Advisor
Contract Type: Contract
Location: Farnborough
Industry: Administration and Office Support
Reference: Vibe_1711113997
Contact Name: Dawn Halford
Contact Email:
Job Published: 22 March 2024
Job Description

Customer Service Advisor

Seeking contracting work in the Automotive Manufacturing Industry? Looking to be a part of a well-established company and brand? We are looking for a Customer Service Advisor to join our prestigious clients on a long term contact basis.

The Customer Service Advisor is responsible for accurately assessing, logging, and allocating all incoming complaints in-line with associated measures and reporting.
Manage a portfolio of business product/service-related complaints in line with associated SLAs and regulatory timescales. Provide support to wider Escalations team with implementation of corrective measures and process reporting. Ensure adherence to the FCA DISP rules in own workload and through monitoring the team's cases.

Duties include but are not limited to

  • Maintain excellent standards of call handling with internal and external customers.
  • Investigate product/service-related complaints received from customers
  • .Use financial information from the accounting system alongside information provided by the customer, determine the financial/material impact the complaint has caused to the customer
  • Confidently handle difficult conversations with customers of different backgrounds
  • Assess and assign incoming complaints to Escalation Executives
  • Calculate, raise and apply customer redress or goodwill credits and supplier compensation invoices
  • Provide ad-hoc support to with business and team complaints reporting and analysis
  • Ensure adherence to business KPIs and FCA DISP Complaint Handling Time Limits

The Customer Service Advisor will have first sight of all complaints referred to the team by email via: customers; customer-appointed legal representatives; third party suppliers; and internal colleagues, and is responsible for providing consultative support to enable the correct handling of complaints.

Frequent communication with key functions such as Compliance, Legal and Finance is required to ensure that remedial measures are fair/appropriate, legally sound and financially correct.

Responsible for issuing formal written communication (letter/emails) to complaining customers in line with legal and regulatory requirements/considerations.

What you will need
Educated to GCSE level (or equivalent) - must include English and Maths.

Experience working in a complaint handling role

Experience working in a Financial Services or Regulated environment desirable
Able to evidence excellent written/verbal communication skills

Able to evidence ability to manage conflict

Experience/knowledge of FCA regulation desirable

Experience/knowledge of Lean Six Sigma principles desirable

If you feel you are a fit for the role, please apply with your full CV, if you have any questions please contact Vibe Recruit on 01869321322.

Vibe Recruit is acting as an Employment Business in relation to this vacancy.

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