[ref. w22925500] Customer Service & Operations Analyst, Remediation Operations (12 months)

• We’ll look to you to deliver successful outcomes for your customers by investigating queries, completing administration tasks, supporting business processes and procedures, and understanding the needs of our customers and the business
• Working with a supportive and collaborative team, you’ll be speaking to customers directly on the telephone on the back of direct mailings relating to Remediation activity
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
• You’ll work from home some of the time, but you’ll also spend a minimum of 2 days per week in our Manchester office
• This role is being offered on a 12 month basis
• This role is not eligible for Skilled Worker Visa sponsorship so applicants must have an alternative form of right to work in the UK

What you'll do

Joining a specialist Remediation team, you’ll be working together to deliver the most successful outcomes for the business and our customers. You’ll be responding to queries from customers promptly and tactfully within our SLAs.

We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

Your day-to-day will include:

• You’ll respond to complex customer queries and process, authorise and investigate transactions
• You’ll speak directly with customers and business to collect and analyse the required information
• Participating in initiatives that help improve our customer service, processes and procedures
• Reviewing processing errors and customer complaints to help identify trends and training needs

The skills you'll need

In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines. You’ll also perform well under pressure while maintaining high levels of accuracy throughout.

You’ll also demonstrate:

• Knowledge and experience of Remediation
• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships