Customer Relations Complaints Case Manager
- Experian Ltd
- Customer Services
- Contract Type
- Full Time
Are you passionate about great customer service and thrive on delivering excellent experiences for customers? If so, we have the perfect opportunity for you here in Experian's Customer Relations Team, where our ultimate goal is to rebuild relationships for now and in the future We are looking for flexible and diligent Complaint Case Manager who can provide high quality customer service to a vast spectrum of customers and clients. As a Complaint Case Manager, you will be responsible for handling customer complaints through all forms of communication. Confident and empathetic, you will illustrate a flair for written and verbal communication as you help to satisfy objections by investigating and resolving complex problems through to resolution, whilst adhering to regulatory legislation at all times. Portfolio Management is key in this role and you should have the ability to multitask and cope well under pressure, juggling multiple cases at any one time. As a Complaint Case Manager, you will: Take ownership and carry out full investigation and resolution of issues through listening probing and analysing complaints to determine the underlying needs of the customer. Minimise repeat correspondence by contacting customers and clients primarily by telephone to provide first contact resolution to complaints Proactively manage your own portfolio of customers, keeping them informed throughout the journey to resolve their issues in a timely manner. Ensure Experian fulfils its obligations and is compliant to Data Protection Act (DPA)/ Consumer Credit Act (CCA) and Financial Conduct Authority (FCA) regulations Responsible for maintaining all information and correspondence relating to complaints on the appropriate databases Support continuous improvement by feeding back trends / observations and identifying emerging risks What sort of person are we looking for? Very strong communication and influencing skills (both written and verbal) with the ability to explain complex issues in a simple and clear manner producing professional and articulate response letters. Strong portfolio management Excellent listening skills and ability to build rapport with customers Ability to manage multiple priorities whilst achieving department and individual targets Ability to handle customer objections effectively through to resolution and make a final decision on the merits of the complaint. Flexible and adaptable to change Excellent attention to detail, with a proactive and can do approach to problem solving Ability to multi-task, handle complaint volumes efficiently and think on your feet Desirable - Experience of working complaints Desirable - Experience of handling Commercial or Business to Business complaints in a regulated environment Desirable - Awareness of DISP and FCA requirements when complaint handling Desirable - An understanding of Data Protection legislation, Consumer Credit Act and Financial Ombudsman governance Is this you? We're one of the UKs Top Employers (we have a trophy to prove it) with great progression opportunity and flexible working practices. We are currently working remotely due to the Coronavirus however, we ensure you are fully supported and provided with all the equipment, training and development to kickstart your career. Whilst we're looking for experienced complaints handlers, we heavily invest in training and your first few weeks with us will focus on becoming the master of Experian case management. Starting salary of £23k for this role with the potential to increase to £25k. This will be determined if after exiting the training environment, performance expectations are consistently met over a period of time. Huge benefits offering such as Pension, buy/sell holidays, Sharesave scheme and numerous gym/retail discount and the target start date is June 2021. Working hours: 37.5hrs per week on a shift rotation covering 8am - 7pm Monday to Friday and 8am - 5pm Saturday; includes a day off in the week. Imagine being part of an awesome, growing team with one Nottingham's biggest employers. We're a FTSE 50, market leading business investing in the best talent. That could be you - taking the complaints world by storm and moving on to bigger things. What are you waiting for, apply today Who are Experian? We unlock the power of data to create opportunities for consumers, businesses and society. At life's big moments - from buying a home or car, to sending a child to university, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity. For more than 125 years, we've helped consumers and clients prosper, and economies and communities flourish - and we're not done. Our 17,000 people in 44 countries believe the possibilities for you, and our world, are growing. We're investing in new technologies, talented people and innovation so we can help create a better tomorrow. Could this be the role for you? Apply now to start your journey with Experian.