Customer Service & Operations Analyst in Complaints - Appcastenterprise : Job Details

Join us as a Customer Service & Operations Analyst in Complaints

• Working with a supportive and collaborative team, you’ll be helping us with complaints related activities
• You’ll be investigating queries, supporting business processes and procedures, and understanding the needs of our customers and the business
• This role offers great career development opportunities with relevant training programmes and exposure for you and your work
• There will be an 8 week training period in which you’ll be expected to attend the office twice a week during this time. After the 8 week period you’ll then be in the office twice a month but this is subject to change depending on business needs

What you'll do

Joining a specialist Complaints team, you’ll be working together to deliver the most successful outcomes for the business and our customers. You’ll respond to customer queries and process, authorise and investigate transactions, while accurately collecting all the information needed to do this on time and to a high standard.

As you continue to develop in your role, you’ll support with process training and knowledge sharing across your team, working together towards success.

Day-to-day, you’ll be:

• Accurately investigating your queries, raising with relevant parties, and escalating where needed
• Making sure processing is performed accurately and within an agreed turn-around time
• Participating in initiatives that help improve our customer service, processes and procedures
• Reviewing processing errors and customer complaints to help identify trends and training needs

The skills you'll need

You’ll already have knowledge and experience of working with complaints processes and procedures, alongside an awareness of up to date trends, policies and regulations. You’ll also be able to work accurately, to deadlines and with high levels of attention to detail.

We’ll also be looking for you to demonstrate:

• An understanding of the financial services industry and our customers
• Knowledge of our products, processes and banking systems
• Good written and verbal communication skills