Job Description

The key purpose of this role is to provide a high level of administrative support to the Customer Relations team, ensuring that daily activities within the team are processed and administered correctly and in line with agreed SLA’s.
Your responsibilities will include…

• Dealing with the complaints mailboxes, managing incoming and outgoing responses, ensuring Customer Relations Officers are aware of any new communication relating to their cases
• Dealing with any incoming post, scanning and attaching to any associated complaint cases and ensuring Officers are aware of any new activity relating to their cases
• Formulating standard complaint letters as required and ensuring relevant case actions are updated accordingly
• Handling the outgoing mail process, ensuring all complaints correspondence completed by Customer Relations Officer are sent out in a timely manner
• Supporting the administrative duties associated with the Financial Ombudsman (FOS), such as logging case referrals, and pulling together requested case file information for Senior Officer to review before FOS submission
• Preparing finance forms for customer redress, ready for appropriate mandate holder to authorise and submit to Finance for payment.

We offer a base salary dependent on experience of between £18-19,000 and a competitive benefits package including:

• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary)
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as, Cycle Purchase scheme, Season Ticket Loan, and Employee Perk Portals
• Prioritizing your well-being!

Required Knowledge, Skills, and Abilities

We are looking for talented individuals who have the experience and knowledge set out below: Previous work experience in an administration role within an office environment. Good working knowledge of Microsoft applications (in particular Outlook, Word and Excel). Advanced skills in respect of administering multiple workloads in an organized manner. Strong written and verbal communication skills.