Customer Relations Advisor

In this fast-paced role, you will work with our wider Customer Relations & Consumer services team to deal with consumer complaints relating to their credit report. So whether you are currently working within Complaints, Redress or Customer Services this exciting role will offer a host of development opportunities as part of a global team. Day to day you will:

• Proactively manage a caseload of consumer complaints, working with all relevant internal and external customers to bring the complaint to a mutually agreeable close.
• Escalate complaints when needed.
• Support with compiling information for consumer Data Subject Access Requests (DSAR).
• Ensure quality assurance and accurate MI reporting.
• Review any ‘potential complaints’ cataloged in the system by Customer Services and manually review them to ascertain if they need to be worked as a complaint or placed back into the customer services work queues.

Additional Responsibilities & Qualifications

• Working closely with the customer relations team as one day per week, you’ll be on the front line dealing with queries from consumers and clients.
• Prior experience obtained within a complaints, redress or customer services function either on the phone, web chat or via email.
• Great communication skills with the ability to empathise with the consumer and guide the conversation.
• Ability to manage multiple cases effectively, plan, prioritise your day and adapt to sudden changes easily.

Desirable Skills & Experience

• Any experience dealing with financial services complaints and liaising with the ICO and/or Financial Ombudsman Service.

Benefits

• 26 days’ annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

Working Pattern

Our work style for this position is ‘hybrid’, which involves spending 40% of your working week at one of our office sites so you’ll need to live within a sensible commutable distance from our office. We’re happy to talk flexible working.

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