Overview

Customer Service Advisor

The Company

A PE-backed Financial Services company in Cardiff looking for a friendly and professional customer service advisor to join them on the journey of continued growth and success. The Group employs over 500 people across five offices, pride themselves on their excellent customer service and have a 98% positive approval rating from customers. But it's not just customers who thrive. Employees also have the opportunity to achieve their full potential. With four strategic pillars, Reward, Track, Improve and Assist, at the heart of the business, employees have a clear focus and career direction. This is a critical appointment which offers the chance to add value across the business.

Responsibilities:

Actively engage and build trust with customers providing information appropriate to their individual circumstances
Proactively manage all customer service-related inbound communication
Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements
Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate
Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place
Ensure that all customer contact, both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers
Proactively challenge existing processes and take ownership for implementing positive changes
Keep up to date with all Company/regulatory changes particularly those which affect own business area
Ensure best practice and compliance is adhered to at all times
Actively contribute to the achievement of the Operations and Company objectives and demonstrating Company values in everything you do
Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes

Knowledge and experience desired:

Demonstrable knowledge of FCA rules (including CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations
Knowledge of financial services with demonstrable success in customer service
Previous experience in customer service