Customer Relations Officer Job in Contis Group Ltd

Job Overview :

We have talented teams across all our functions, and we are always interested in talking to more talented people who want to be a part of this journey.

The Customer Relations Team are responsible for investigating complex cases which require a more holistic customer outcome focus.

Specifically the team review complaints raised from customers or review cases regarding potentially vulnerable customers

The Customer Relations Officer will provided a superior customer experience and provide feedback throughout the business to ensure that we are striving to continually provide fair customer outcomes.

Alongside this the Customer Relations Officer will complete reviews requests made by customers relating to GDPR with particular focus on the Right to Erasure and the Right to Access. Collating reviewing and securely providing the data to customers where needed.

Responsibilities & Duties :

• Liaising with dissatisfied customers via email, letter and phone with the aim of resolving problems quickly and efficiently
• Assisting the Team Manager with any regulator queries (e.g FOS Complaints)
• Investigating a variety of different complaint types from simple service to fraud complaints
• Help to identify and where needed complete remedial action to provide the customer with a fair customer outcome
• Case management of customers with varying degrees of vulnerability to include but not limited to, telephone conversations, correspondence, documentation of complex cases, recommendations, and ongoing monitoring/review
• Collate, review and issue all GDPR requests
• Work in line with all relevant regulatory requirements
• Supporting the organization with all complaints, vulnerability and GDPR related queries
• Attend meetings where our expertise as SMEs will add value and make relevant recommendations
  

Skills & Knowledge Required :

• Educated to GCSE standard, including mathematics & English
• PC literate in Microsoft Office Applications, such as MS Word and Excel
• Experience of Data Entry within system databases
• Proven ability to achieve agreed Key Performance Indicators and Service Level Agreements
• Problem solving and time management skills
• Ability to pay attention to detail
• Ability to work as part of a team and on own initiative
• Ability to work under pressure and within tight deadlines
• Excellent communication & customer service skills, both written and verbal, at all levels
• Excellent organisational skills
• The ability to inform and explain in a way that is easily understood by the recipient
• Observe the terms of the DPA & the Company s registration under the act
• Observe the routines outlined in the Company s operations manual & staff handbook
• To undergo training as necessary in all aspects of the systems, products and regulations
• Maintain absolute Company & client confidentiality at all times
• Ability to review situations with an independent view
• Previous experience working with complaints (desired)
  

Why Work at Contis ?

• We seek out and hire only exceptional talent, and therefore recognise that each individual brings value and contribution which has made us who we are today.
• We have a tech stack to be proud of and a working environment framed by our Contis values and behaviours.
• We are passionate people who share a common vision, can think big, and thrive on delivering results.
• We value diversity of thought and expect that you bring all of you to work; your passion, creativity and ideas on how we can be the best in the space that we operate in.
• In return we will help you to be the very best that you can, we will support with development, give you opportunities to get involved in key projects and offer exposure to challenges that you may not get in a larger organisation.

The benefits on offer:

• 25 days annual leave
• Birthday Policy
• Yearly Performance Bonus
• EAP
• Employee Referral Bonus
• Private healthcare
• Pension scheme, with Company contribution
• Membership of our life insurance scheme
• Growth & Development Allowance

Contis is an equal opportunity employer, embraces diversity and builds an inclusive environment for its employees and customers.We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.