Customer Services Regulations Advisor

Customer Services Regulations Advisor

Your new company
Hays are delighted to be working with our global client, one of the world's most successful premium manufacturers of cars, motorcycles and provider of premium services. Our client demonstrates a commitment to innovation, sustainability and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness, and contribution to shaping the future success of their business.
Hays are recruiting for an exciting opportunity for a Customer Escalations Advisor to join our client on an ongoing long-term temporary assignment.
The Customer Escalations Advisor is responsible for the day to day management of the FS Customer Escalation inbox and distribution of emails. They are responsible for the day to day logging of the complaints that are received and must allocate it to the team by 4pm each day, ensuring that all customer acknowledgement letters are sent within the same day, ensuring SLA's are met and not breached.
The role holder is also responsible for identifying any complaint trends/ regulatory complaints / new CMC topics to the Private Customer Escalations Manager and / or Customer Regulatory Manager coming into the Customer Escalation email box or through the new complaints online forms.

What you'll need to succeed

Strong administrative and organisational skills

Ability to work on own initiative

Ability to prioritise activities, work under pressure and manage own time

Knowledge of MS Office Suite

Previous experience in an administrative and customer service role. Preferably, in the Automotive or Regulated Financial Services industry is desirable

Previous experience of working in a complaints environment

Excellent oral and written communication skills

Your new role

To complete all admin tasks within the department which include but are not limited to:

Logging complaints received in FS Customer Escalations within 24 hours of receipt of complaint

Issuing of acknowledgement letters to customer within a regulatory timeframe (within 5 working days)

Management of the FS Customer Escalation inbox within the agreed SLA of 24 hours

Management of all incoming post ensuring it is passed onto the relevant team or logged within the team to respond

Obtain all Complaints and SARs call recordings

What you'll get in return

Location: Farnborough, UK. (Candidates should be based within a reasonable commute)

Assignment type: 12 months rolling contract where you will be engaged via Hays

Working environment: Hybrid working is an option after training (1 - 3 months)

Hours per week: 37.5

Pay type: 27K - 32K

What you need to do now

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 on your career.
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