Customer Complaints Advisor

Customer Complaint Advisors

Office based in Redhill, first 3 months office based, then hybrid working, 12 days onsite a month
Temporary - 6 months
Monday to Friday - 9am - 5pm
17 per hour

Tate are delighted to be working with a leading retail and commercial bank to recruit for Temporary Customer Relations Advisors. This role would suit someone with strong customer service experience, excellent written and verbal communication skills, and a genuine commitment to achieving fair outcomes for customers.

You will be responsible for investigating written and telephone complaints, gathering information from internal departments and external stakeholders, reviewing evidence such as correspondence and call recordings, and ensuring complaints are handled professionally, fairly and within agreed timeframes.

Key responsibilities

• Provide exceptional service to customers who have raised a complaint.
• Acknowledge, investigate and respond to complaints in writing and over the phone.
• Manage complaints systematically, fairly and accurately within agreed time limits.
• Review relevant evidence, including call recordings and customer correspondence, to support the investigation process.
• Liaise with internal teams including Customer Services, Compliance, Arrears Management, New Business, Finance, Sales, IT and Quality Assurance.
• Work with external stakeholders where required to gather information and support appropriate resolutions.
• Resolve customer queries within agreed authority and escalate where appropriate.
• Identify opportunities to improve processes and documentation to help reduce future complaints.

Skills and experience required

• Customer service and complaint handling experience.
• Strong written communication skills, with the ability to draft clear, accurate and professional responses.
• Confident telephone and call handling skills.
• Excellent attention to detail and the ability to work to a high standard.
• Good time management, planning and organisational skills.
• Ability to work under own initiative, under pressure and to tight deadlines.
• Good interpersonal skills and the ability to manage challenging conversations with tact and diplomacy.
• Positive, enthusiastic and receptive to change.
• Good working knowledge of Microsoft Word and Excel.
• Knowledge of complaint handling procedures, relevant policies, products, legislation or internal systems would be desirable.

Additional information

The Customer Relations Department operates Monday to Friday, 9am to 5pm. The role also requires working two bank holidays per year. Applicants should hold GCSEs in Mathematics and English at grades A-C, or equivalent.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.