Job Description

Customer Service Advisor Responsibilities

•To ensure that all complaints are handled within timescales & FCA guidelines maintaining a high standard of response which is accurate, concise and professional

•Maintain appropriate records relating to all complaint activity using internal systems

•To provide a high-level overview of urgent/priority cases where required to the Senior Management Team

•To identify trends and root cause of complaints making recommendations for improvement where necessary

•Clearly and confidently communicate decisions with sound justification

•To produce high quality written correspondence to customers and the Financial Ombudsman Service (FOS) which are in line with our Quality Assurance guidelines

•Develop and maintain industry knowledge, including regulatory and legislative changes, with particular attention to FOS outcomes

•To provide feedback using predefined procedures and processes to help the business

•To contribute to the development and success of the Company by taking an active part in team and operational meetings

•To work within our regulatory framework and adhere to our Quality Assurance Programme.

Required Knowledge, Skills, and Abilities