Complaints Advisor Telematics - Radius : Job Details

Job Purpose

The role ofa Complaints Advisor is important to us and our customer relationships. 

You will be dealing with a wide range of complex complaints relating to all Telematics products and services including those that are FCA reportable.

This may involve speaking to vulnerable customers, including customers experiencing financial hardship. You will be expected to work autonomously, applying a degree of personal judgement in each case, utilising resources, systems, processes, and internal support and advice. 

We are looking for an individual with a genuine passion for going above and beyond for customers who can demonstrate our deep commitment to earning customer loyalty. As a “go-to” person for dissatisfied customers, you must be confident that you can turn the most negative experience into a positive one. 

We would love to welcome you to our Crewe Arden Square Office, where we work Monday to Friday 8:30am to 5pm. You’ll report to Deborah Lewis our Complaints Manager.

Your key responsibilities day to day will be… 

• First point of contact for customer complaints requests over the phone and email.
• Resolve and retain existing customers through investigation, problem solving and resolution of queries.
• Build good relationships with internal stakeholders including customer service, tech support and installations.

• You will take ownership of 10 to 15 complex customer complaints over phone and email  and use your your active listening and relationship building ability to investigate, review and resolve. 

What do we expect of you? 

• Ability to quickly understand and translate complex information with a view to formulating a resolution for the customer.
• A continuous improvement mind set, through capturing feedback and root cause in a way that allows us to support the business.
• Knowledge of FCA and Ombudsman regulations would be desirable.
• Good active listening, negotiation and problem solving skills
• Self-motivated, organised and capable of working on own initiative.
• Have a good understanding of Microsoft Office (Excel, PowerPoint, and Word).
• High functioning in a fast-paced environment.

What can you expect of us?

• A friendly culture that mirrors our proposition to our customers. 
• A fast-growing organisation that defines itself as being agile and innovative.
• A drive for continuous improvement, which you will be empowered to get behind from day one. 
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive.

You’ll also have access to our competitive reward and benefits package, which includes:

• Performance-related bonus scheme
• Pension plan
• Life assurance
• Employee fuel card scheme
• Electric Vehicle salary sacrifice scheme
• Employee assistance programme
• 24 hour wellness and healthcare assistance via ‘Help@Hand’ by Unum
• Time off for fertility treatment and in the event of pregnancy loss
• ‘Cycle to work’ scheme
• Free breakfast available daily in the office

Still curious?

If you’re interested but not sure if you have all the criteria listed... have a chat with us. We are open to applications from varied backgrounds.

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.