Customer Relations Agent / Complaints Administrator

Your new company

An award-winning Financial Services company based in Nantgarw.

Your new roleWorking as a Customer Relations Agent in a busy customer relations department. The Customer Relations Agent is responsible for handling various complaints and disputes that come into the organisation. You'll need to quickly assess and thoroughly investigate each complaint, then decide on the best outcome and communicate it clearly. Being detail-oriented and keeping excellent records are key. You'll also need a solid understanding of our products and procedures, along with a good grasp of the industry regulations, especially those related to complaint handling.

Role deliverables

Analyse complaints, identify and escalate possible regulatory breaches or operational incidents.
Investigate complaints thoroughly in conjunction with third parties such as external partners and other teams within the business.
Complete the gathering of data, compilation, verification, redaction, exclusions, and dispatch of all Data Subject Access Requests received from customers and third parties.
Keep accurate records of the progress and outcome of each complaint using the complaints management system to ensure that complaints are responded to within regulatory timescales.
Analyse and communicate complaint trends to the management team for Root Cause Analysis investigations. Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation.
Act as a point of reference for other department members for all complaint-related tasks.
Demonstrate flexibility and the ability to work within all areas of the department, to cover seasonal peaks in volume of work and as workload dictates.What you'll need to succeed

You'll have experience of working in a customer service-based role previously. Having experience with complaints previously is highly advantageous. You'll be comfortable working as part of a team, and understand the importance of working to deadlines. You'll be organised, with a can-do attitude. Please note any successful candidates will be required to pass a credit check and DBS check as part of the vetting/onboarding process.

What you'll get in return

This is a long-term temporary role to start ASAP and is expected to last until the end of December 2026 with a likely extension. 37.5 hours per week, Monday to Friday. Hours of work are 8.30am to 5.00pm with a 1-hour lunch. Fully office-based at the Nantgarw offices. The hourly rate for the role is £13.08 per hour; there may on occasion be overtime available depending on workload.
What you need to do now. This is a primarily administrative-based role with a small element of telephony work, but it is primarily administrative-based.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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