Customer Resolutions & Quality Support Agent

THE ROLE

As our Customer Resolutions & Quality Support Agent you will report to the Customer Experience lead and focus on managing and resolving customer disputes through Internal and External Dispute Resolution frameworks (IDR & EDR). This role will also involve independent quality assurance to ensure customer facing staff are compliant in their interaction with customers and internal processes.

RESPONSIBILITIES

Actively resolving customer disputes raised through IDR framework or our EDR scheme managed by AFCA and FSCL by:

• Handling and investigating escalated customer complaints promptly and professionally by building strong relationships with dissatisfied customers, understand their needs, and provide fast, clear solutions to ensure customer satisfaction.
• Liaising with multiple departments to coordinate effective resolution of complex issues. 
• Meeting defined dispute resolution timeframes.
• Providing process/service improvement based on insights obtained during dispute resolution.

Identifying and recommending opportunities to continuously enhance and improve our customer service levels

Maintain accurate records of all customer interactions and resolutions.

Conduct quality audits on customer facing staff to ensure compliance with the company's policies and regulatory requirements.

Assess interactions for professionalism, accuracy and adherence to customer satisfaction standards.

QUALIFICATIONS:

• Previous experience in a complaints management role in financial services
• Excellent verbal and written communication and interpersonal skills
• Proven ability to handle difficult conversations empathetically and professionally
• Strong problem-solving and analytical skills
• Proficiency in customer service software and databases
• Ability to work under pressure and meet deadlines in a fast-paced environment
• Proven experience in communicating with and managing a diverse range of internal and external stakeholders.
• Demonstrated ability to adapt quickly, take on new challenges with high levels of resilience, curiosity, and maturity.
• Proactively seeks out feedback, demonstrates learning from mistakes, awareness of own personal strengths, weaknesses and opportunities.
• Demonstrated ability to make decisions balancing commercial and customer outcomes.
• Excellent attention to detail and analytical skills
• Ability to provide clear and constructive feedback to relevant stakeholders.