About The Role
A Platinum Investors in People employer and an award‑winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Customer Relations Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!
Purpose of the role
To build positive relationships with customers, third‑party businesses, trade bodies and regulators. You will be required to represent the Group in a highly professional manner, dealing with customer concerns sympathetically and positively whilst ensuring that contractual service standards are achieved.
Duties And Responsibilities
- Receive and effectively manage incoming complaint‑related calls
- Review new complaints to ascertain the 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 that all complaints are resolved to complete satisfaction
- Produce an effective, well‑written final response letter that will close the complaint
- Work closely with other team members, providing assistance where required, to ensure that team targets are consistently achieved
- Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes
Skills and Qualifications
- Excellent communication and customer service skills
- Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency
- A disciplined approach to work, ensuring that deadlines are always met
- Ability to organise and prioritise workload
- Experience in dealing with complaints preferred but not essential
Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply.
Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.
Working hours
37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch) – hybrid model – working 1 day in the office each week.
What can we offer you?
- Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get 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: Annually, you have the opportunity to buy shares in Paragon at a discounted rate.
- Profit Related Pay: We share some of our annual profit with our eligible employees.
- Pension Plan: We contribute up to 10% of your annual salary towards your pension.
- Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment.
- Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more.
- Volunteering Day: Contribute to causes you care about with one volunteering day per year.
- Life Assurance and Personal Accident Cover.
Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long‑term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.
Benefits: Flexibility, Wellbeing, Development
We promote flexibility around how and where we work so that you can achieve a healthier work‑life balance. We operate hybrid working, splitting our week between the office and home. We offer digital GP services, a wellbeing programme, a Vitality at Work programme, and encourage you to reach your potential by building a personalised development plan.
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