Customer Relations Executive
The Customer Relations team plays an essential role in first line customer care. The role of the Customer Relations Executive is to :
Handle incoming enquiries and complaints by telephone, email, post, and social media and any other customer complaint channel
Investigate any cases raised by customers and as a result of that investigation making a decision as to a fair customer outcome
Respond to customer complaints and queries in a professional manner in line with all regulatory and QA requirements
Fairly apply any criteria relating to Distress and Inconvenience in line with BrightHouse guidelines
To display a first class customer service ethos including a high quality communication style whether verbal or written
Responding to our customers in a fair way is a key criteria for the Customer Relations Executive. They will therefore be expected to meet clear targets in terms of case / call / enquiry volume as well as adhering to strict quality metrics.
To answer incoming calls from customers and BrightHouse staff dealing with enquiries, questions, complaints, troubleshooting problems and providing information
To resolve simple complaints at first point of contact sending follow up documentation as required
To manage the inbox : deciding the best course of action, logging cases where appropriate and categorising work
To manage social media enquiries in a timely way and in line with BrightHouse tone and guidelines
Managing the administration of statutory letters to customers
To investigate and resolve all complaints in accordance with legal, regulatory and business complaint handling standards, maintaining a high standard of response which is accurate, concise and professional at all times
To ensure that customers consistently receive a fair outcome in line with TCF guidelines
To produce written responses to customers, the Financial Ombudsman Service and other third parties including comprehensive and high quality Final Response Letters which are in line with BrightHouse QA guidelines
To respond with a level of detail and quality that meets and / or exceeds customer expectations and where appropriate to address the root cause of the query, providing appropriate operational fixes to customer accounts, whilst ensuring regulatory requirements are met and all interactions with the customer are handled in a timely manner.
To work towards individual targets around the volume of case closure and quality guidelines
To be flexible around operational requirements and from time to time assist with projects and ad-hoc tasks.
Where appropriate to become an expert in specific case categories assisting in development of guidelines and procedures in addition to coaching colleagues.
Please be aware of and follow the organisation’s security policy and practices, implement a clear desk policy, report incidents, and keep passwords secret.
Minimum 2 years’ regulatory experience complaints experience gained in a financial service organisation
Excellent telephone manner including the ability to sensitively engage with vulnerable and / or distressed customers
Strong analytical and investigative skills
Excellent communication skills (written and verbal) including experience in writing free-form letters to a high standard
Good understanding and application of grammar, punctuation and correct spelling
Proven ability to deal professionally and confidently with people at all levels and to ensure the customer always feels valued and is treated fairly
Proficiency in working with MS Office applications
Able to prioritise and work under pressure, to tight deadlines with accuracy and attention to detail
Desire to continue personal development in order to improve performance by enhancing knowledge, skills and experience
Open to feedback with a positive attitude towards continuous personal development