complex queries advisor in stockton-on-tees

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job details

stockton-on-tees, north east
job category
customer services
job type
working hours
reference number
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job description

As a Complex Queries Advisor, you'll be required to deliver the highest standards of customer and colleague service in pursuit of resolving customer complaints. You will manage customers and colleagues with complex servicing matters in a way that appears effortless and supportive, making pro-active customer contact to improve the overall experience, performing interventions that may lead to a negative experience or complaints being raised.

About us:
We have a number of contact and processing centres, and there's a full spectrum of customer service, admin support and agent roles. These teams support our mortgage agents as well as our retail network. They also manage the admin associated with customer and product related processing - ensuring the standards of our service are consistently high

As a Complex Queries Advisor, your main responsibilities will involve:

* Managing customer complaints end to end (logging to resolution)
* Undertaking diligent complaint investigation to ensure the correct customer outcome is reached
* Ensuring complaints management is undertaken via both inbound and outbound customer contact over all available customer contact channels (telephone, email, written, web, etc.)
* High complex customer service via both inbound and outbound customer/colleague contact fully utilising all available customer/colleague channels
* Working as part of the pro-active customer contact team managing outbound contact to improve specific scenarios that could result in customer detriment &/or complaint's

As a Complex Queries Advisor, your skills and qualifications will include:
* Having an expert working knowledge of customer management practices
* Customer service and relationship management skills to deal with external customers on sensitive issues

Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003


communication,handle complaints,customer care

educational requirements

secondary school