Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales.
Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties.
Conduct the root cause analysis of complaints to identify any process improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place
Handle any Financial Ombudsman cases and queries received by providing accurate and professional responses to defend GP’s position
Strong customer service skills and the ability to maintain and build relationships
Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process
Ability to build and maintain strong, productive relationships.
Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required. This is a ‘shop window’ and our reputation is at stake.
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