About The Role
As a Customer Relations Officer at Paragon, you will help review and respond to customer complaints, fostering positive relationships with customers, third‑party businesses, trade bodies and regulators. This role enables the bank to maintain high service standards and build sustainable futures for savers and businesses across the UK.
Brief Description
We are looking for an experienced Customer Relations Officer who can efficiently manage complaints, build rapport, and ensure complaints are resolved to complete satisfaction.
Purpose of the Role
Represent the Group in a highly professional manner, handle customer concerns sympathetically and positively, and ensure contractual service standards are met.
Duties and Responsibilities
- Receive and effectively manage incoming complaint related calls
- Review new complaints to ascertain suitability to resolve immediately over the telephone
- Telephone customers to gain information, conciliate, negotiate and build a rapport
- Action non‑standard complaints including high profile on all portfolios
- Fully investigate the background of customer complaints
- Ensure all complaints are resolved to complete satisfaction
- Produce an effective, well‑written final response letter that closes the complaint
- Work closely with other team members, providing assistance where required to ensure team targets are consistently achieved
- Manage, organise and update information on computer systems and paper files to maintain precise records and produce accurate statistics for management information purposes
Skills & Qualifications
- Excellent communication and customer service skills
- Good attention to detail and ability to produce high volumes of work with accuracy and efficiency
- A disciplined approach to work, ensuring deadlines are always met
- Ability to organise and prioritise workload
Working Hours
37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch) – hybrid model: 1 day in the office each week.
Benefits
- Generous Holiday Allowance: Starting from 25 days and climbing to 30, plus a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave.
- Share Save Scheme: Opportunity to buy shares at a discounted rate.
- Profit Related Pay: Annual profit sharing for eligible employees.
- Pension Plan: Company contribution up to 10% of salary.
- Family Friendly policies: Enhanced parental pay and paid time off for fertility treatment.
- Employee Discounts: Exclusive discounts on entertainment, travel, shopping, motoring and more.
- Volunteering Day: One volunteering day per year.
- Life Assurance and Personal Accident Cover.
Inclusion
As a Disability Confident Employer, we ensure vacancies are accessible. If you need accommodation, please contact our recruitment team.
Equal Opportunity
Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.
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