Senior Client Support Assistant B - Fraud - 93376-1
SALARY: £13.49
LOCATION: Birmingham
HOURS: Full-Time - 35 Hours - Monday to Friday between 8 am - 6 pm
WORKING PATTERN: Our client embraces a hybrid work style, where employees spend at least two days per week, or 40% of their time, at one of our office sites. This arrangement comes into effect once full-time office training is completed and signed off as competent.
About this Opportunity
Join our client's team as a Customer Support Assistant, working within the product areas of Section 78, Policy Related Cards, Banking & Savings. Utilise your exceptional clerical and customer service skills to handle, investigate, and resolve a range of customer complaints, ensuring the best possible outcome for each customer.You'll also ensure compliance with regulatory procedures and service standards through appropriate guidance and direction.
Responsibilities:
- Apply your clerical and customer service expertise to address and resolve customer complaints, ensuring customer satisfaction and clear communication.
- Maintain a focus on process efficiency and customer service while achieving defined productivity targets.
- Ensure accurate and up-to-date data entry for effective complaint reporting to the Regulator.
- Promote a positive customer experience aligned with our client's vision of being a great and easy place to do business.
- Adhere to all legislative regulatory requirements, including the complaints handling policy, training, competency scheme, and business standards.
- Provide guidance and support to less experienced team members, fostering a collaborative environment.
- Propose process improvements and support implementation in line with change initiatives.
- Collect quality feedback data for root cause analysis, continuous improvement, and training purposes.
- Negotiate with other business areas to manage customer expectations effectively.
- Prepare a range of returns and reports as necessary.
- Identify opportunities to eliminate waste and reduce failure demand on the system.
- Undertake duties at a similar or lower level when required.
About us / Why Join Our Team
By joining our client's team, you'll have the opportunity to make a difference to customers while enjoying a fulfilling career in an inclusive environment. We value diversity, celebrate individuality, and provide a variety of career opportunities.With great colleagues, flexible workspaces, and a commitment to creating a diverse workforce, our client offers an enriching experience.
About Working for Us
Our client is dedicated to creating an inclusive organisation that reflects modern society. We aim to build an environment where all employees feel a sense of belonging and can be their authentic selves, irrespective of background, identity, or culture.We have set goals for diversity in senior roles, offer menopause health benefits, and have a dedicated Working with Cancer initiative. We particularly encourage applications from underrepresented groups. We are disability confident and happy to provide reasonable adjustments during our recruitment processes.
If you are excited about joining our team, please get in touch. We would love to hear from you.
Application process: We will review your CV and invite successful candidates for a Microsoft Teams interview with the Line Manager.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more.We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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