Customer Support - Complaints Dept.

Atlas Recruitment Ltd
21K PA Pro-rata
18 Oct 2016
16 Nov 2016
Contract Type

To deliver the highest level of customer service whilst effectively investigating and resolving customer issues in a timely manner and in line with company standards.


- Ensure that relevant information is collated for all issues allocated to enable a complete investigation.
- Manage the investigation and resolution of issues that cannot be resolved within 5 days, in a timely, impartial and diplomatic way by telephone and in writing.
- Effectively analyse information to ensure accurate decisions are reached
- To manage the timely resolution and effective management of issues by use of Respond Tasks and the Respond Diary System
- Accurately assess the severity of issues and decide on the most appropriate level of goodwill where relevant.
- Liaise with external clients, suppliers and end users to agree the resolution of issues and, where required, the appropriate redress.
- Escalate issues, where appropriate, to the Customer Support Team Manager with recommendations of action to be taken
- To liaise with Regional, Operational, Account and Technical Managers to monitor and control the resolution of customer issues passed to them
- Utilise available information and business guidelines to assist in an accurate and appropriate decision making process.
- Communicate effectively with colleagues, sharing information and knowledge, to facilitate best practice and effective working relationships
- Respond to all complaints efficiently and professionally in accordance with SLA's, and FSA regulation where applicable, ensuring our customers are treated fairly at all times
- Maintain accurate and up to date records on the Respond system
- To prioritise cases according to urgency, risk and cost.
- Investigate and respond to issues on behalf of the CEO or MD, as required.
- To liaise with the Financial Ombudsman Service, as required, in the event that we dispute their findings or further information is required by them.
- Comply with company/departmental deadlines and targets.
- Assist with the duties of the Customer Support Advisors where required
- Carry out any additional duties / ad hoc projects as requested by the Customer Support Manager/Team Manager.


The following are essential:

- English language and Mathematics, GCSE or equivalent
- A proven track record of delivering high standards of complaint handling and customer care
- Excellent letter writing skills, telephone manner and attention to detail
- Excellent telephone manner with experience of communicating at all levels
- Strong problem solving and decision making skills with evidence of resolving complex issues on own initiative
- Organised with strong administration skills
- Experience of working in a highly pressurised environment
- PC literate
- Ability to problem solve autonomously or as part of a team
- Self-motivated, flexible and adaptable to changing circumstances
- The following attributes are desirable:
- Insurance/Motor background experience
- Desire to progress

Hours of work:

Monday to Friday 9am to 5pm.